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Job Description

  • Job Reference:47548CN_1717171030

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Charlene Nieves

  • Job Location: Toronto

  • Job Title: Client Care Specialist

  • Job Salary: $55,000 - $60,000 Per Annum

Job Start Date: ASAP

The Client Care Specialist plays a critical role in ensuring client satisfaction and retention within the organization. You will be required to work in office in Downtown Toronto full-time, off Union station.

The Client Care Specialist role is pivotal in ensuring client satisfaction and retention by addressing various client issues and concerns. Here’s a breakdown of the duties, qualifications, and attributes expected in this role:

**Duties and Responsibilities:**

* **Handling Client Issues:** Serve as the primary contact for resolving client complaints, cancellation requests, and retention inquiries.
* **Logging and Acknowledging:** Ensure that all client service issues, whether communicated verbally or in writing, are logged and acknowledged following established complaints handling procedures.
* **Investigation and Resolution:** Conduct thorough investigations of client service issues through discussions with clients and relevant internal staff, and resolve them promptly with a focus on client satisfaction and retention.
* **Professionalism:** Handle all client service issues professionally and courteously, maintaining a positive client experience throughout the resolution process.
* **Collaboration:** Review client service issues and determine when to escalate cases to the Collections department, ensuring a seamless handover when necessary. Collaborate closely with the payments team to gather payment details for clients with overdue accounts.
* **Sales Call Review:** Review sales calls to investigate allegations of mis-selling and potential compliance issues, ensuring adherence to company policies and regulations.
* **Onboarding:** Conduct onboarding sessions with clients to familiarize them with new features and demonstrate how the software can meet their specific business needs.
* **Additional Tasks:** Complete any additional tasks delegated by management to support the company’s overall business objectives.

**Education/Experience:**

– **Minimum Experience:** At least three years of experience in a client retention or client satisfaction role, with expertise in client services, negotiations, and escalation management.

– **Preferred Skills:** Previous experience with Salesforce is considered an asset.

**Attributes:**

– **Exceptional Communication:** Possess outstanding interpersonal communication skills, both verbal and written, to deliver exceptional service.

– **Detail-Oriented:** Have a keen attention to detail and the ability to work effectively in a fast-paced environment while managing multiple tasks.

– **Independence and Teamwork:** Capable of working independently and as part of a team, demonstrating flexibility and adaptability to varying responsibilities.

– **Technical Proficiency:** Strong proficiency in Microsoft Office applications (e.g., Word and Excel) is essential.

– **Dynamic and Enthusiastic:** Approach tasks with dynamism, flexibility, focus, and enthusiasm, even when working under pressure.

– **Initiative and Proactivity:** Possess a proactive “can-do” attitude, with the ability to use initiative to drive solutions and achieve objectives.

In summary, the Client Care Specialist plays a vital role in maintaining positive client relationships, resolving issues efficiently, and contributing to the overall success of the organization through exceptional service delivery and effective communication.

Perks and benefits

* Day off on your birthday
* Enhanced Benefits with Health and Dental Coverage
* We offer a Registered Retirement Savings Plan (RRSP) Matching Program
* Downtown Location
* Vacation Days increase after 2 and 5 years’ service

47548CN

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