Are you a great mentor, motivator and passionate about helping people? Do you like to problem solve and have leadership experience? Do you have excellent communication skills in English? If you answered yes to these questions, then we are looking for you to join a dynamic team in Toronto.
Position: Customer Care Advisor Full time, Permanent opportunity.
...
PURPOSE OF THE ROLE
Receive and make telephone calls to customers who have missed payments/require a payment arrangement or who have indicated they wish to cancel their policy and discuss the reason they are considering cancellation. In each case, address any issues they raise and work with the customer to offer solutions with the objective of solving any concerns in order to maintain them as a customer. The ultimate goal being that the client remains a satisfied customers.
Advantages
Funded Induction product training and on-going coaching and support
4 weeks' vacation leave per year
10 Sick days
Hybrid role (3 days in office 2 days working-from-home)
100% employer paid health benefits
$500 Health spending account
Parental leave top-up
5% RRSP matching
Growth opportunities
Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
Free weekly lunches and more!
Responsibilities
Respond to customer requests to cancel their policy and address any concerns they may have, offer solutions as per documented processes, reiterate policy benefits, make policy changes, set up payment arrangements and use available tools to assist the customer.
Handle customer complaints
Record required call notes in relation to any work items handled, policy and/or payment changes to ensure the interaction is recorded accurately for business records.
Send call escalations when required.
Provide clients with correct and accurate information.
Process refunds as per documented process
Always deliver a positive customer experience
Be diligent in maintaining all licenses required to perform your role as a life sales agent in each jurisdiction
Meet expected individual targets and contribute to business and team targets ensuring all customer service, sales and cancellation queries are handled in a professional, results driven manner.
Handle all Customer Care cases and call backs in a timely manner.
Follow and apply all quality assurance and compliance guidelines at all times
Participate in team incentives, daily catch ups and morning minutes to drive performance.
Observe and provide general updates to management team around trends in relation to the reasons for customer cancellation/ dishonour.
Qualifications
Life License Qualification Program LLQP
Sales, service and/or collections experience with the ability to effectively communicate policy details to customers
Exceptional ability to understand and address issues raised by customers and find solutions to suit customer needs in line with the business
Proven empathetic nature towards customers combined with the ability to address and defuse customer complaints
Highly developed problem-solving ability
Positive, pro-active and highly motivated approach to work
Exceptional time management
Ability to work autonomously in a fast-paced Call Centre environment
Summary
Please apply to this exciting opportunity by choosing one of the following options:
1) Apply directly to this posting
2) Directly on www.randstad.ca
3) Send your resume to jessica.macchiagodena@randstad.ca add subject: Customer Care Advisor
We thank all those for applying.
Human forward
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
show more
Are you a great mentor, motivator and passionate about helping people? Do you like to problem solve and have leadership experience? Do you have excellent communication skills in English? If you answered yes to these questions, then we are looking for you to join a dynamic team in Toronto.
Position: Customer Care Advisor Full time, Permanent opportunity.
PURPOSE OF THE ROLE
Receive and make telephone calls to customers who have missed payments/require a payment arrangement or who have indicated they wish to cancel their policy and discuss the reason they are considering cancellation. In each case, address any issues they raise and work with the customer to offer solutions with the objective of solving any concerns in order to maintain them as a customer. The ultimate goal being that the client remains a satisfied customers.
Advantages
Funded Induction product training and on-going coaching and support
4 weeks' vacation leave per year
10 Sick days
Hybrid role (3 days in office 2 days working-from-home)
100% employer paid health benefits
$500 Health spending account
Parental leave top-up
5% RRSP matching
Growth opportunities
...
Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
Free weekly lunches and more!
Responsibilities
Respond to customer requests to cancel their policy and address any concerns they may have, offer solutions as per documented processes, reiterate policy benefits, make policy changes, set up payment arrangements and use available tools to assist the customer.
Handle customer complaints
Record required call notes in relation to any work items handled, policy and/or payment changes to ensure the interaction is recorded accurately for business records.
Send call escalations when required.
Provide clients with correct and accurate information.
Process refunds as per documented process
Always deliver a positive customer experience
Be diligent in maintaining all licenses required to perform your role as a life sales agent in each jurisdiction
Meet expected individual targets and contribute to business and team targets ensuring all customer service, sales and cancellation queries are handled in a professional, results driven manner.
Handle all Customer Care cases and call backs in a timely manner.
Follow and apply all quality assurance and compliance guidelines at all times
Participate in team incentives, daily catch ups and morning minutes to drive performance.
Observe and provide general updates to management team around trends in relation to the reasons for customer cancellation/ dishonour.
Qualifications
Life License Qualification Program LLQP
Sales, service and/or collections experience with the ability to effectively communicate policy details to customers
Exceptional ability to understand and address issues raised by customers and find solutions to suit customer needs in line with the business
Proven empathetic nature towards customers combined with the ability to address and defuse customer complaints
Highly developed problem-solving ability
Positive, pro-active and highly motivated approach to work
Exceptional time management
Ability to work autonomously in a fast-paced Call Centre environment
Summary
Please apply to this exciting opportunity by choosing one of the following options:
1) Apply directly to this posting
2) Directly on www.randstad.ca
3) Send your resume to jessica.macchiagodena@randstad.ca add subject: Customer Care Advisor
We thank all those for applying.
Human forward
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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