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Customer Service Strategist

7 days ago

Mississauga, Ontario, Canada OSL Retail Services Inc. Full time
Overview

We are seeking a Senior Specialist I VOC to handle escalated customer calls and digital queries, ensuring timely resolution and minimizing further escalation. This role requires strong critical thinking skills, effective communication, and a customer-centric approach.

The ideal candidate will have experience in customer service, preferably in a call center environment, with a strong understanding of escalated cases and conflict resolution techniques.

  • Respond to Quebec Formal Notices, lawyer legal claims, and other escalated customer complaints in a professional and courteous manner.
  • Work closely with internal legal counsel to negotiate settlements and resolve disputes.
  • Provide exceptional customer service by addressing concerns, offering solutions, and escalating issues as necessary.
Responsibilities
  • Negotiate with customers to resolve claims and maintain positive relationships.
  • Collaborate with internal teams to improve processes and prevent future escalations.
  • Communicate effectively with customers, colleagues, and management to ensure seamless issue resolution.