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Client Relations Specialist

3 months ago

Vancouver, British Columbia, Canada Settle Hub International Inc. Full time


ABOUT US
Settle Buddy, a pioneering application and subsidiary of Settle Hub Consulting International Inc., serves as an innovative digital marketplace for settlement services, aimed at easing the transition for temporary residents in Canada.

Utilizing cutting-edge technologies such as AI-driven chatbots and efficient booking solutions, we link newcomers with reliable local experts and service providers who deliver essential guidance and support.

From pre-arrival assistance to post-arrival settlement services, Settle Buddy offers a variety of options ranging from freemium services to all-inclusive care packages, meticulously designed to meet the diverse needs of our clientele.


Job Overview:

As a Client Relations Specialist at Settle Buddy, you will be the primary representative ensuring that our users—temporary residents and service providers—receive exceptional support.

Your responsibilities will include onboarding providers, addressing user inquiries, resolving issues, and enhancing the overall experience on our platform to facilitate a seamless settlement journey for our clients.


Key Responsibilities:

Onboarding & Delivery:
Facilitate the onboarding of service providers or partners onto the platform, assisting them throughout the account setup process. Maintain up-to-date information and respond to provider inquiries promptly.

Customer Interaction:

Serve as the primary contact for temporary residents and service providers through various communication channels, including phone, email, and chat. Provide comprehensive and accurate information regarding Settle Buddy's services, platform features, and processes. Efficiently address and resolve queries related to bookings, account management, and service offerings.



Issue Resolution:
Manage and troubleshoot issues concerning the booking process, service delivery, and payment. Investigate complex problems and escalate them to the appropriate team when necessary. Maintain detailed records of interactions and resolutions using our CRM system.

Support and Guidance:
Assist users in navigating our digital platform and utilizing its features to book services and access support. Guide temporary residents through the settlement process, offering advice and assistance to ensure a smooth experience. Support service providers with onboarding and platform usage to enhance their effectiveness in delivering services.

Quality Assurance:
Ensure that high standards of service quality and customer satisfaction are consistently upheld. Gather user feedback and identify trends to propose enhancements for the platform and service offerings. Generate and review reports on customer interactions, feedback, and resolution metrics.

Administrative Tasks:
Perform administrative duties related to customer service, such as updating records and managing documentation. Contribute to the development of FAQs, help guides, and training materials for both users and service providers.

Qualifications:

Education:
A high school diploma or equivalent; an associate's or bachelor's degree is preferred.

Experience:
A minimum of 5 years of relevant experience, either inside or outside Canada.
Skills:
Exceptional communication skills, both verbal and written. Strong problem-solving abilities and attention to detail. Proficiency with CRM systems and Microsoft Office Suite. Capability to manage multiple tasks simultaneously and work effectively under pressure. A customer-centric approach characterized by empathy and patience. Familiarity with digital service platforms and booking support is advantageous. Fluency in English, with knowledge of Vietnamese or Chinese being a plus.

Attributes:

Friendly and Approachable:
Ability to build rapport with users and colleagues, fostering a positive experience for all.

Adaptable:
Willingness to learn and adjust to new processes and technologies.

Team-Oriented:
A collaborative spirit focused on contributing to team success and a supportive work environment.

Work Location:
Hybrid, with an office presence in the lower mainland of British Columbia.

Benefits:
Competitive salary, professional development opportunities, flexible working hours, and remote work options. A supportive and inclusive company culture.