Customer Care Professional

4 weeks ago

Whitby, Canada 360insights Full time

Description

Job DescriptionSummary:A Customer Care Professional acts as the main point of contact for consumers and sales associates who call or email in regarding a concern with their incentive program (SPIFF, Rebate, Co-Op, Maintaining a stress-free experience for the customer, the Client Care Professional will provide efficient and dedicated service to ensure resolution and an overall positive experience.Responsibilities: Provide world-class customer service for our clients through: Inbound phone calls Email support boxes and portals Live chat Learn and navigate the 360insights solution to provide answers to customer inquiries Consistently work towards enhancing the customer’s experience and reducing the need for customers to contact us by: Capturing classification data on each interaction Providing regular anecdotal and data-based feedback through the team Identifying issues early and offering suggestions for solution Identifying common issues or feedback occurring across multiple clients to drive best practices across the enterprise Complete task-based duties as assigned by the Manager, Client Operations Provide universal and off-hours support (7-9pm weekdays, and weekends) to multiple clients Continued personal growth to place yourself in the position to successfully advance your career including: Completion of self-study and guided study within our systems Coaching and feedback from the Operational Excellence Quality team Consultation with other team members in order to enhance skill set Skills and Experience: Proven excellent communication skills – written and verbal A customer first mentality and deep understanding of customer service Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word) Proven excellent analytical and problem-solving skill (strong aptitude for math) Ability to key at least 30-35 words per minute Proven ability to work as an effective member of a team Proven organizational and follow-up skills (including prioritization) Strong active listening skills Ability to work independently, with minimal supervision Demonstrated ability to provide valuable feedback and solution options based on that feedback Bilingual (French) is an asset Background in a software company, or has a natural comfort with software applications an asset Microsoft Office Certification an asset

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