Customer Experience Specialist

Canadian Institute; Toronto; On-site; CAD 42,000 - 62,000; Full time

Job summary

The Canadian Institute is seeking an enthusiastic administrative professional to join our Customer Experience team. The role focuses on delivering exceptional service by providing product information, guiding registrations, and exceeding client needs before and after conferences.

You will collaborate with Event and Marketing teams to ensure accurate registration, timely communications, and seamless attendee experiences across domestic and international conferences.

Qualifications

• Minimum Education: Grade 12 diploma (college or university degree preferred).
• Excellent communication skills both verbal and written.
• Bilingual - French or Spanish (written and spoken) an asset.
• 2 years customer service related experience.
• Call centre experience a definite asset.

Responsibilities

• Answer inbound telephone and email inquiries related to products and services.
• Responsible for the entry of order information into an internal database stemming from telephone, mail and electronic channels.
• Outbound calls to all electronic and hard-copy registration orders to confirm receipt and capture missing contact details, marketing key codes and communicate payment policy.
• Review audit of daily entry activity and amend files by end of business day to ensure accurate delegate records.
• Promote and up-sell conferences, workshops, publications and any offerings of the C5 Group Companies.
• Contact delegates to collect on outstanding balances. Provide updated Tax certificates and other financial documents as required by the customer.
• Build and manage customer relations by proactively responding to customer issues; escalates negative customer relation issues where possible by communicating proactively with management.
• Ensure venue changes and event cancellations are communicated to all parties.
• Carry out any other duties as directed by the Customer Experience Manager and Senior Management.

Skills

Communication skills

Multitasking

Time management

Active listening

Objection handling

Education

Grade 12 diploma

College or university degree preferred

Job description

CI is hiring for an enthusiastic, experienced administrative professional. The primary role and responsibility of the Customer Experience Specialist is to provide an excellent customer experience by providing product information, facilitating the registration process, and ensuring the customer’s needs are exceeded before and after the conference. This department supports over 140+ conferences held domestically and internationally by C5 Group Inc. The role will be a critical, contributing team member and will work closely with the Event and Marketing departments to support the successful registration and education requirements of our clients.

About CI:

The Canadian Institute (CI) is devoted to providing the business intelligence that decision makers need to respond to challenges both here in the US, and around the world. The Canadian Institute operates as a think tank, monitoring trends and developments in all major industry sectors, the law, and public policy, with a view to providing information on the leading edge. Headquartered in Toronto, CI has grown to produce more than 140 events each year, attended by thousands of senior delegates from across the country.

Core Responsibilities:

• Answer inbound telephone and email inquiries related to products and services.
• Responsible for the entry of order information into an internal database stemming from telephone, mail and electronic channels.
• Outbound calls to all electronic and hard-copy registration orders to confirm receipt and capture missing contact details, marketing key codes and communicate payment policy.
• Review audit of daily entry activity and amend files by end of business day to ensure accurate delegate records.
• Promote and up-sell conferences, workshops, publications and any offerings of the C5 Group Companies.
• Contact delegates to collect on outstanding balances. Provide updated Tax certificates and other financial documents as required by the customer.
• Build and manage customer relations by proactively responding to customer issues; escalates negative customer relation issues where possible by communicating proactively with management.
• Ensure venue changes and event cancellations are communicated to all parties.
• Carry out any other duties as directed by the Customer Experience Manager and Senior Management.

Education and Qualifications:

• Minimum Education: Grade 12 diploma (college or university degree preferred)
• Excellent communication skills both verbal and written.
• Good listening skills with the ability to overcome customer objections.
• Multi-tasking ability and strong time management skills.
• Exercises good judgment and makes effective, sound, timely and informed decisions.
• Bilingual - French or Spanish (written and spoken) an asset.
• 2 years customer service related experience
• Call centre experience a definite asset

The C5 Group of companies, consisting of The Canadian Institute (CI) and American Conference Institute (ACI) values the diversity (all the ways in which we are different) of our colleagues. As an equal opportunity employer, we promote this diversity and ensure that persons are recruited, hired, assigned, and promoted without regard to race, religion, color, national origin, sexual orientation, sex, veteran's status, age, gender identity, disability, familial status, pregnancy, or any other trait protected by law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.