Client Escalation Support Representative

2 weeks ago

Toronto, Canada Drake International Full time
We're seeking a dynamic Client Escalation Support Representative to join our client's team in North York, ON. As a Client Escalation Support Representative you'll play an important role in providing consistent phone and email responses as per established processes, triaging inquiries, and identifying and escalating issues to the appropriate stakeholders for resolution. What We Offer:Salary: CAD 24-28 per hrJob Type/Shift: ContractWhat You'll Do:The successful candidates will have experience in customer service, providing consistent phone and email responses as per established processes, triaging inquiries, and identifying and escalating issues to the appropriate stakeholders for resolution.Reporting to the Supervisor, Contact Centre, you will:Provide consistent phone and email responses to public inquiries based on established processes, FAQs, and online tools.Create, track, monitor, and escalate tickets using the internal ticketing system to the appropriate business owners.Log all inbound and outbound emails using an internal tracking system to track metrics, as per established process.Escalate issues to stakeholders and subject matter experts (SMEs) for resolution and ensure adherence to service level agreements.Monitor tickets and follow up on escalated issues with stakeholders and SMEs until issues are resolved while adhering to SLAs.Identify and report phone and email inquiry trends to Call Centre Leads/Supervisor.Provide administrative support as required.What We're Looking For:Minimum of 3 years of demonstrated experience providing exceptional customer service by phone or email.Experience handling public inquiries and escalating to the appropriate stakeholders for resolution following established processes.Knowledge of call centre practices and processes, including customer service level commitments and protocols.Experience using software to create, track and monitor issues for telephony, ticketing and email inquiries.Excellent customer service, interpersonal, written and verbal communication skills.Ability to work in a fast-paced team environment while multitasking and ensuring deliverables are met within identified timelines.Flexibility to manage a varying work schedule.Must be legally entitled to work in Canada.Our team is eager to connect with candidates who meet the job requirements. If this sounds like a fit for you, we invite you to apply today Huntel Global is the specialized IT division of Drake International. With deep expertise in each IT practice area, we bring a creative and dynamic approach to recruitment, delivering tailored solutions for both candidates and employers. Huntel Global is an equal opportunity employer and champions accessibility, inclusivity and diversity in the workplace. We are committed to providing accommodation for applicants with disabilities throughout the recruitment process. If you require accommodation, please contact your Branch Representative at dlna-ontariohuntelglobal@na.drakeintl.com.#DIADMIN

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