Customer Care

2 months ago

Markham, Canada Travel Healthcare Insurance Solutions oa guard.me International Insurance Full time

Customer Care Specialist
This customer care specialist role is part of our 24/7 contact centre. We require flexibility to work a variety of shifts (8am - 8pm), Monday - Friday, on rotation, based on the needs of the business. Office location is in Markham, Ontario.
GuardMe International Insurance recognizes people as our most valuable asset. We look for individuals who like working with and helping people and who are interested in long-term career growth within an established, successful company. The work environment is fast-paced and high-energy. You'll get a chance to communicate with others, as everyone's input is valued. The culture is truly collaborative. You'll be working with an established award-winning team with an impressive track record.
If we still have your attention, please read through the responsibilities and qualifications and if you think you’re a good fit, we’d love to review your resume

**Responsibilities**:

- Provide, maintain and excel with a required high standard of customer service to client organizations, insureds, their families and guardians as well as service providers
- Communicate appropriately based on the situation, using empathy and adjusting tone as needed in sensitive situations
- Maintain accurate data entry; organize and work with detailed records to access, search and retrieve information efficiently
- Create accurate notes of each interaction in our database in a timely manner with effective keyboarding skills
- Contribute to and maintain document management activities (filing & storing of documents, inventory or research activities)
- Responsible for resolving customer complaints in a professional and timely manner
- Liaise with other departments to solve queries as necessary
- Actively engage in continuous learning and development, including expanding knowledge of GuardMe products & processes
- Read, acknowledge, and comply with all policies and procedures of the organization
- Attend privacy and security training during your onboarding process as well as annually thereafter
- If you become aware of an incident or potential incident that may result in the unauthorized access, use, copying, alteration, or disclosure of personal information that may be in the possession or control of guard.me, immediately notify GuardMe Privacy Office
- Agree to work together with the Privacy Office to gather required information relevant to any privacy incident, implement any corrective actions as directed by the Privacy Office, and submit privacy incident reports to the Privacy Office, as necessary.
- Availability to be flexible to work a variety of shifts, on rotation, based on the needs of the business.
- Other duties and responsibilities as GuardMe shall reasonably require.

Qualifications and Skills
- Minimum of 3 years’ experience in a Contact/Call Centre environment or equivalent experience
- Completion of Secondary School, College Diploma, or Degree, or equivalent combination of education and experience.
- Insurance experience would be an asset
- Excellent customer service attitude with an ability to demonstrate this while taking calls
- Solid teaming skills to work collaboratively in a positive, energetic and outgoing manner
- Comfortable adapting to new situations with the ability to perform well, negotiate and problem solve in dynamic situations
- Strong attention to detail with the ability to multi-task in a fast-paced environment
- Ability to maintain high-level of confidentiality of clients’ information
- Tech-savvy with the ability to learn new computer systems and work with industry-related software programs
- Experience using Microsoft Office (Word/Excel/Outlook), Adobe Reader, Internet Search Engines (Google Chrome, Mozilla, IE)
- Excellent verbal & telephony skills with the ability to maintain a calm and professional demeanour
- Excellent written communication skills with the ability to compose professional correspondence in English
- Ability to communicate in a second language is an asset

**Disclaimer**: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job.
Salary Range
Starting at $45,000/year
**How to Apply**:
About Us
GuardMe is a leading provider of international student health insurance and, we’re so much more. That’s why, as a trusted partner for private and public universities, colleges, language schools and school boards, we created guard.meCARES, our innovative platform of health and wellness programs and services designed to mitigate risk, manage crisis events and improve health and wellness day-in and day-out.
guard.meCARES is more than a name; caring is at the heart of everything we do. It’s who we are and it’s why we are here. The philosophy of caring for students and our partners and giving back to the communities in which we do business is our guiding principle and what sets us apart from our competitors.
Our team of Real People delive

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