Customer Care Specialist

SGS; Burnaby; On-site; CAD 34,000 - 40,000; Full time

Benefits offered by this job

Health, Dental & Vision

Paid time off

RRSP program eligibility

Job summary

SGS Canada in Burnaby is seeking a Customer Care Specialist to serve as the primary contact for our customers across phone, email and chat. You will analyze claims, guide users through the online portal, and coordinate with internal teams to resolve issues.

The ideal candidate has proven customer service experience, strong English communication, problem-solving skills, and proficiency with Microsoft 365; bilingualism is a plus.

Qualifications

• Proven experience in customer service or a related field.
• Excellent communication skills, both written and verbal, with proficiency in English.
• Strong problem-solving abilities and analytical skills.
• Demonstrated ability to multitask and maintain a high level of work organization.
• Customer-oriented attitude with developed interpersonal skills.

Responsibilities

• Respond promptly and effectively to customer inquiries via phone, email, and chat.
• Analyze and process customer claims, ensuring accuracy and adherence to company policies.
• Navigate customers through our online portal, assisting with data submission and troubleshooting.
• Manage and organize customer documents and information with meticulous attention to detail.
• Coordinate with various internal departments to resolve complex customer issues.
• Monitor and meet service level agreements (SLAs) and KPIs.
• Identify opportunities for process improvements to enhance customer satisfaction.
• Maintain up-to-date knowledge of company products, services, and policies.
• Participate in team meetings and training sessions to stay current on best practices in customer care.

Skills

Customer service experience

Excellent communication

Problem-solving

Multitasking

Detail-oriented

Fast learner

Empathy

Interpersonal skills

Bilingual (plus)

Education

Bachelor's degree in Business/Communications or related field

Tools

Microsoft 365

Job description

About SGS

We are SGS – the world’s leading testing, inspection, and certification company. We are recognized as the global benchmark for quality and integrity. Our 96,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer, and more interconnected world. In Canada, SGS employs over 2,000 team members across 70 locations.

Job Description

We are seeking a dedicated Customer Care Specialist to join our team in Burnaby, Canada. As a Customer Care Specialist, you will be the primary point of contact for our valued customers, providing exceptional support and ensuring their needs are met with the highest level of professionalism and efficiency.

• Respond promptly and effectively to customer inquiries via phone, email, and chat
• Analyze and process customer claims, ensuring accuracy and adherence to company policies
• Navigate customers through our online portal, assisting with data submission and troubleshooting
• Manage and organize customer documents and information with meticulous attention to detail
• Coordinate with various internal departments to resolve complex customer issues
• Monitor and meet service level agreements (SLAs) and key performance indicators (KPIs)
• Identify opportunities for process improvements to enhance customer satisfaction
• Maintain up-to-date knowledge of company products, services, and policies
• Participate in team meetings and training sessions to stay current on best practices in customer care

Qualifications

• Proven experience in customer service or a related field
• Excellent communication skills, both written and verbal, with proficiency in English
• Strong problem-solving abilities and analytical skills
• Proficiency in using Microsoft 365 and comfort with technology tools
• Demonstrated ability to multitask and maintain a high level of work organization
• Customer-oriented attitude with developed interpersonal skills
• Patience and ability to handle challenging situations with empathy and professionalism
• Detail-oriented approach with a commitment to accuracy
• Fast learner with the ability to adapt to changing priorities
• Bachelor's degree in Business, Communications, or related field preferred (not required)
• Bilingual skills in additional languages are a plus

Additional Information

Salary: $25.00 – $29.00

Some benefit highlights

• 80% coverage Health, Dental and Vision
• Paid time off
• RRSP Program Eligibility

SGS Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process. Accommodations are available on request for qualified candidates during each stage of the recruitment process.

Please note that candidates applying for Canadian job openings should be authorized to work in Canada.