Client Support Specialist

4 weeks ago

Whitby, Canada 360insights Full time
Client Support Specialist

Hourly compensation: 17.55 CAD

In addition to Bonus, Equity & Benefits

At 360insights, you will be part of a dynamic global technology firm that is at the forefront of innovation in the channel incentives and insights sector. Your role will involve delivering exceptional solutions for some of the most renowned brands worldwide, all within a motivating and inclusive environment that has earned us recognition as a Great Place to Work in Canada, the USA, and the UK.

Key Responsibilities:

A Client Support Specialist serves as the primary liaison for consumers reaching out with inquiries regarding their incentive programs (Rewards). Ensuring a seamless experience for the customer, the Client Support Specialist will deliver prompt and dedicated service to guarantee resolution and an overall positive interaction.

  • Deliver top-tier customer service for our clients through:
  • Incoming phone communications
  • Email support channels
  • Live chat assistance
  • Mastering the 360insights platform to address customer queries
  • Consistently striving to enhance the customer experience and minimize the need for customer outreach by:
  • Documenting classification data for each interaction
  • Providing ongoing anecdotal and data-driven feedback to the team
  • Proactively identifying issues and proposing solutions
  • Recognizing common challenges or feedback across multiple clients to promote best practices throughout the organization
  • Completing task-oriented duties as directed by the Client Operations Manager
  • Offering universal and off-hours support (7-9pm weekdays, and weekends) to various clients
  • Pursuing personal development to position yourself for career advancement, including:
  • Engaging in self-directed and guided study within our systems
  • Receiving coaching and feedback from the Operational Excellence Quality team
  • Collaborating with fellow team members to enhance your skill set
Qualifications:
  • Demonstrated exceptional communication abilities – both written and verbal
  • A customer-centric mindset with a profound understanding of customer service
  • Intermediate to advanced proficiency in Microsoft Office applications (particularly Excel and Word)
  • Proven analytical and problem-solving capabilities (strong mathematical aptitude)
  • Ability to type at least 30-35 words per minute
  • Proven track record of effective teamwork
  • Strong organizational and follow-up skills (including prioritization)
  • Excellent active listening skills
  • Capacity to work independently with minimal oversight
  • Demonstrated ability to provide constructive feedback and viable solution options based on that feedback
  • Bilingual (French) is advantageous
  • Experience in a software company or comfort with software applications is beneficial
  • Microsoft Office Certification is a plus
Why Choose 360insights?

At 360insights, we pride ourselves on being a people-centric organization, committed to nurturing a vibrant, values-driven, and inclusive culture. Our dedication to this principle is evident in our daily operations and interactions with both team members and clients. Embracing a people-focused approach encompasses the following values:

Diversity and Inclusion: We wholeheartedly welcome individuals from diverse backgrounds to be part of our team. 360insights is dedicated to providing equal employment opportunities to individuals of all races, religions, beliefs, and ethnic origins, regardless of age, disability, sexual orientation, or gender identity. We encourage applications from individuals with disabilities, and accommodations are available upon request for candidates participating in all stages of the selection process.

Experiences that foster growth. Growth that enhances experiences: At 360insights, every aspect of our business offers opportunities for personal and professional development, allowing you to explore various disciplines and rewarding work experiences. Our commitment to growth is supported by comprehensive Learning and Development (L&D) initiatives and mentorship programs, ensuring that you have the resources and support necessary to thrive and advance as an Insighter.

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