Customer Care Service Advisor

Customer Care Service Advisor

122439

The Opportunity

Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.

If you have experience in customer care and are looking for a new challenge, we would love to hear from you. Zurich Canada is currently seeking a Customer Care Service Advisor to handle and resolve complex customer complaints from both Commercial and Retail customers.

Reporting to the Head of Customer Office at Zurich Canada, you will be responsible for managing customer queries and concerns to enhance the customer experience and strengthen Zurich’s brand reputation. You will work closely with various internal teams and third-party partners to investigate and resolve customer issues effectively.

This is a unique opportunity to build your knowledge and experience for the future in a supportive environment where your voice matters. This is a hybrid work opportunity.

What you will do

1. Resolving customer escalated queries and complaints to a high standard within set timelines, whilst ensuring a first-class customer experience.
2. Review complex problems and communicate with appropriate personnel to obtain information and resolve issues.
3. Successfully negotiating with customers, coming to a fair and amicable resolution whilst balancing customer expectations and business aspects.
4. Work with Customer Care Lead and provide support to improve customer experience performance levels.
5. Research, analyze and compile statistical data, and prepare reports.
6. Perform other duties as assigned.

Job Qualifications - What you bring to the table

1. High School Diploma and 3 or more years of experience in the Customer Case Management Area.
2. Experience in customer care management OR Zurich Certified Insurance Apprentice including an Associate degree with 1 or more years of experience in the Customer Case Management Area.
3. 3 years experience in a Customer Service role, investigating and resolving customer queries and complaints.
4. Experience liaising and communicating with third party organizations.
5. Proven experience in handling a demanding caseload in a highly skilled and fast paced environment.
6. Strong verbal and written communication skills.
7. Detail oriented.
8. Ability to multi-task.
9. Insurance experience is an asset.

Our Culture

At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.

We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.

We care about our employees’ well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.

We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.

We also understand that employees require time off for personal reasons. Zurich employees receive four personal days per year to be used at their discretion.

We are committed to continuous improvement, and offer access to a comprehensive range of training and development opportunities.

We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.

We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto’s Top Employers and to have received Insurance Business Canada’s 5-Star Diversity, Equity and Inclusion Award.

Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.

About Us

Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 500 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets.

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience.

Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition.