Customer Care Professional
6 months ago
**Summary**:
**Responsibilities**:
- Provide world-class customer service for our clients through:- Inbound phone callsLive chat-
- Learn and navigate the 360insights solution to provide answers to customer inquiries-
- Consistently work towards enhancing the customer’s experience and reducing the need for customers to contact us by:- Capturing classification data on each interaction-
- Providing regular anecdotal and data-based feedback through the team-
- Identifying issues early and offering suggestions for solution-
- Identifying common issues or feedback occurring across multiple clients to drive best practices across the enterprise-
- Complete task-based duties as assigned by the Manager, Client Operations-
- Provide universal and off-hours support (7-9pm weekdays, and weekends) to multiple clients-
- Continued personal growth to place yourself in the position to successfully advance your career including:- Completion of self-study and guided study within our systems-
- Coaching and feedback from the Operational Excellence Quality team-
- Consultation with other team members in order to enhance skill set**Skills and Experience**:
- Proven excellent communication skills - written and verbal-
- A customer first mentality and deep understanding of customer service-
- Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word)-
- Proven excellent analytical and problem-solving skill (strong aptitude for math)-
- Ability to key at least 30-35 words per minute-
- Proven ability to work as an effective member of a team-
- Proven organizational and follow-up skills (including prioritization)-
- Strong active listening skills-
- Ability to work independently, with mínimal supervision-
- Demonstrated ability to provide valuable feedback and solution options based on that feedback-
- Bilingual (French) is an assetMicrosoft Office Certification an asset
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