Customer Care Specialist — Helpdesk & Claims Support

elder care com; Coquitlam; On-site; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Health, dental and vision coverage (80

Paid time off

Job summary

SGS Canada is seeking a dedicated Customer Care Specialist in Burnaby to be the primary contact for our clients, delivering professional support and ensuring their needs are met with efficiency, empathy, and precision in all interactions.

You will handle inquiries via phone, email, and chat, process claims, guide customers through our portal, and collaborate with internal teams to resolve complex issues while upholding SLAs and company policies.

Qualifications

• Proven experience in customer service or a related field.
• Excellent written and verbal English communication.
• Strong problem-solving and analytical skills.
• Proficiency with Microsoft 365 and technology tools.
• Detail-oriented, organized, and able to multitask.
• Customer-oriented with empathy and professionalism.
• Bachelor's degree preferred (not required).
• Bilingual skills are a plus.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Analyze and process customer claims with accuracy.
• Guide customers through the online portal and data submission.
• Manage and organize customer documents with attention to detail.
• Coordinate with internal departments to resolve issues.
• Monitor SLAs and KPIs.
• Identify process improvements to enhance satisfaction.
• Maintain knowledge of products, services, and policies.
• Participate in team meetings and training to stay current on best practices.

Skills

Customer service experience

Excellent communication

Problem solving

Analytical skills

Microsoft 365

Multitasking

Interpersonal skills

Empathy

Attention to detail

Fast learner

Bilingual (nice to have)

Education

Bachelor's degree in Business/Communications or related field

Tools

Microsoft 365

Job description

SGS Canada is seeking a dedicated Customer Care Specialist in Burnaby to be the primary contact for our clients, delivering professional support and ensuring their needs are met with efficiency, empathy, and precision in all interactions.

You will handle inquiries via phone, email, and chat, process claims, guide customers through our portal, and collaborate with internal teams to resolve complex issues while upholding SLAs and company policies.