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Employment Opportunity

  • Title: Contact Support Professional
  • Employer: 360insights
  • Display Date: 2019-09-05
  • Location: Whitby, ON
  • Salary: Not available
  • Preferred application method: Temps plein

Description:

At 360insights, our culture is driven by a simple concept – happiness. We believe happiness makes for better business and a better world and we know it makes a difference in how our team serves our clients. Awarded “Best Workplace in Canada” by the Great Place to Work® Institute, and rocking a Net Promoter Score of 88%, 360insights is redefining the client experience, and having a ton of fun in the process! Building and delivering happiness to our clients starts with the Contact Support Professional (“CSP”). We are looking for a CSP to join our Client Success team and help us take things to the next level.

Our clients remain clients because we establish a consistent track record of delivering value through the administration of a client’s incentive programs (i.e. SPIFF, Rebate, Co-Op, etc.). These incentive programs will usually result in an end consumer or a sales associate in the client’s Sales channel getting paid. In order to get paid, a consumer or sales associate will submit a claim against a program and the CSP’s job is to make claim payment, which can be a painful journey with some of our competitors, a fast and stress-free experience with a happy outcome.

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 in order 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 in order 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 & Qualifications

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

Education
Bachelor’s Degree or College Diploma in Technical Field or Service Oriented Field – or equivalent relevant experience
1-2 Years of customer service experience

Company Overview

360insights is focused on constant innovation and on delivering a more informed approach to the world of consumer and sales channel incentive management. We do this by offering industry-leading technology combined with uncompromising, personalized customer service. Our customers are among the world’s leading brands and we actively seek out and partner with companies who want to show leadership in offering incentive and rebate programs that engage and motivate their channels while building customer loyalty by offering an easy and efficient way to redeem their claims. As a company, partner and community member, we’re focused on making a difference in how business is done and in the world at large. For more information, visit www.360insights.com.

To view the original job posting and apply for this position, please follow the link below:

https://360insights.catsone.com/careers/52209-Career-and-Culture-Page/jobs/12555670-Contact-Support-Professional/

Expiration Date: 2019-09-19