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Customer Experience Specialist for Families

1 week ago

Mississauga, Ontario, Canada Embark Student Corp. Full time

**Embark Student Corp is Looking for a Customer Experience Specialist for Families

We are seeking a highly skilled and bilingual Virtual Customer Service Associate to join our team at Embark Student Corp. As a key member of our Customer Success Centre, you will provide exceptional customer experiences to families across Canada.

About the Job:

In this role, you will be responsible for delivering outstanding customer service to families who contact us through our centre, Monday to Thursday, 9 a.m. to 5 p.m. Your work schedule may differ from week to week in terms of days worked, hours, and shifts.

You Will Be Responsible For:

  • Delivering exceptional customer service and support to families over the phone, email, and online chat
  • Being a subject matter expert for RESP and assisting families with RESP related services, including contributions, payments, and general account inquiries
  • Offering and guiding families to leverage digital and self-serve options, seeking out opportunities to meet with licensed specialists in other departments, and creating easy and smooth experiences
  • Looking for ways to enhance or improve overall customer experience
  • Acting as both a team player and a leader: someone who can back up teammates and fill in for absences as needed and take the lead on important projects

What We Are Looking For:

  • One year of experience providing excellent customer service and/or working in a customer support department
  • Superior written and verbal communication skills, with a proven ability to express yourself clearly and give your full attention to customer needs over the phone
  • Well-organized and detail-oriented, with solid record-keeping skills needed to work with our customer tracking systems
  • Proficient with Microsoft Office 365
  • Being flexible to meet the needs of the Customer Success Centre
  • A requirement for the bilingual Customer Success Representative role: Fluency in Chinese (Mandarin or Cantonese) & English