Customer Success Representative

1 day ago

Burlington, Canada UNITED PARCEL SERVICE Full time

**Primary Job Posting Location**:
Burlington, Ontario Canada

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**disponibles en haut à droite de cette page.**

**Description du poste**

JOB SUMMARY

RESPONSIBILITIES
- Supports successful and expedient activation and onboarding of customers (Direct, Channels & Platforms) to expedite transaction production, increase customer retention, and reduce churn
- Provides a seamless onboarding customer experience through the initial stages of the customer journey using a combination of interactive demonstrations, proactive customer outreach and follow up, and daily activity monitoring
- Trains customers on tools, systems, and solutions to ensure thorough customer understanding
- Nurtures customers through activation and proper solution usage and proactively resolve customer issues
- Audits customer milestones for accuracy and operational effectiveness, and provide expedient resolution of issues (milestones include solution go-live, first transaction, first bill, first claim)
- Troubleshoots technical issues in real-time (live) for customers’ digital solutions and coordinate technical issue resolution with IT
- Balances multiple deployments and onboarding schedules to meet stakeholder goals and expectations
- Provides one centralized place for all customer support and inquiries, providing an easy and seamless customer support experience with one-call resolution (onboarding and technology integration, policy information & modifications, customer service and account information, billing, claims)
- Collect Voice of Customer feedback to help inform product and roadmap strategy and design

**Requirements**:

- Strong written and verbal communication skills (English, mandatory and French, preferable )
- Strong digital literacy and fluency in different technology solutions and systems
- Strong time management and organizational skills
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- Demonstrates a detailed understanding of supply chain concepts
- Demonstrates a basic understanding of risk management principles; identifies the risk factors that impact a client’s insurance needs
- Demonstrates a general understanding of ways to identify and measure the current needs of the customer
- Demonstrates change agility and flexibility

UPS Canada est un employeur inclusif et qui adhère au principe d’égalité d’accès à l’emploi. Veuillez aviser un représentant des ressources humaines si une mesure d’adaptation du lieu de travail est requise. Merci de l’intérêt que vous portez à UPS Canada.

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