Customer Service Desk Agent

1 week ago

Remote, Canada IMS Full time

IMS is a vehicle and driving data business with a passion for making driving Safer. Smarter. Fairer. Our award-winning, industry-acclaimed solutions help our global customers drive value out of connected data. We are never standing still and provide an exciting place to work for someone who enjoys delivering work to a high standard in a rewarding, supportive environment.

This role is within the Global Service Delivery Team, whose overall purpose is to provide a brilliant, efficient, and effective service that is low cost and scalable, ensuring:

- that our products are delivered to the end customer within the agreed service levels (SLAs) and in an appropriate manner.
- that the products remain in good working condition and continue to generate the required tracking and risk management data.
- the accuracy of the tracking and risk management data.
- Provide a single point of contact for all inbound inquiries and issues

The purpose of the **Customer Service Desk Agent** role is to deliver the IMS products to customers, keep them working, validate the data produced and provide a seamless customer journey to issue resolution.

This role is a great opportunity for a self-starter who wants to take ownership of their work and ensure processes are running efficiently
- You will have numerous responsibilities, but we think the most important are;_
- Managing incoming customer queries allocating them to appropriate fulfillment solutions and enabling completed tickets to be effectively communicated
- Arranging for new enrollments to go ahead as planned.
- Provide 1st response resolution to queries related to IMS products where applicable
- Reviewing data produced by the device to ensure that it is accurate.
- Provide a single point of contact for customers via multi-channel methods and create a seamless transition to appropriate resolution teams

**Requirements**:

- We know you will have a wide skill set, but to thrive in this role we think you will need;_
- Experience working in a contact center or service desk environment
- Experience in a customer-facing role
- Great written communication, verbal communication, and telephone manner
- Ability to work independently with limited supervision
- Experience across a wide range of IT systems with a proven capability to learn new systems quickly
- Strong organizational skills and the ability to work well under pressure in a busy environment with a focus on delivering great customer service
- Bonus Skills: _
- Previous experience working with Insurance or data products
- Previous experience in analyzing and interpreting large data sets
- ITIL foundation certified or aware
- Fluent in Spanish, verbally and written word

**Benefits**
- Extended Healthcare Plan (Medical, Disability, Dental & Vision, EAP) that begins the day you start
- RRSP matching
- Hybrid Working Policy - a 'work from anywhere' policy that allows you to work for 30 days anywhere in the world
- Flexible Holiday Policy - take all the time you need to focus on your wellness
- The opportunity to develop and master skills in a telematic environment
- Kudos Hub - a peer-to-peer recognition platform, where you can recognize others and give points These points can be collected and redeemed for a huge catalog of rewards

Even if you do not meet all of the above criteria, please consider applying If you have any questions, do not hesitate to get in touch with our HR team.

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