Customer Excellence Specialist

4 weeks ago

Toronto, Canada Mintz Global Screening Full time

Position Summary: 

Under the direction of the National Director of Sales and working in partnership with the various teams within the company, the Customer Excellence Specialist  is responsible for the day to day interactive needs of clients (both external and internal). They will act as a liaison between clients, external applicants and others to ensure the smooth handling of any concerns or issues and assist with the effective operation of our division. The Customer Excellence Specialist must also be able to cross-train on other responsibilities such as the Intake of orders and the processing of services. These services mainly include criminal and civil record, credit record, driving record, bankruptcy, international security and other services offered by the company.

Responsibilities:

To provide customer service in accordance with company standards and in adherence to the specifications of the service contracts, the Customer Excellence Specialist shall:

Provide customer service support to clients, either by phone or through our systems. Monitor client services and respond effectively to their inquiries. Obtain and evaluate all relevant information to handle inquiries and complaints. Validate all information submitted by the customer. Conduct regular monitoring based on customer needs and respond to the questions of these on time. Ensure that all required documents are attached to the customer's request/applicants file as needed including consent documents needed for the requested verification. Liaise with sales and production teams to ensure all unresolved issues are handled by the appropriate resource to the satisfaction of the client. Handle account access issues and provide training/demos if required. Escalate and prioritize issues and handle as per company policies and procedures as needed. Provide sales support as necessary. Other duties as assigned from time to time.

Required Qualifications:

Knowledge and Education

Post-secondary degree or equivalent work experience  Bilingualism in English and French - Required 2 to 5 years of experience in a customer service position Knowledge of customer service principles and practices Knowledge of Microsoft office (particularly Word, Excel, Outlook) Good to excellent typing ability

Experience, Skills and Abilities

Good interpersonal skills Excellent communication skills – verbal and written (both English and French)  Ability to provide superior customer service Exceptional Attention to Detail, Organization and Time Management Good problem solving skills Good customer service orientation We need a person who is adaptive and takes initiatives.

By joining our team you will enjoy:

Working with a collaborative and diverse team Opportunities to grow within your team and the organization Personal days off Complete group insurance coverage (Extended health care, dental, vision care, disability insurance, life insurance) and Employee assistance program Telemedicine services for you and your family Collective RRSP with employer match.

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