Customer Lifecycle Manager

algae cal; Vancouver; Sur place; CAD 42 000 - 54 000; Plein temps

Résumé du poste

algae cal is looking for a dedicated Customer Care Specialist in Burnaby, Canada. You will be the primary contact for customers, handling inquiries by phone, email, and chat, processing claims, and guiding users through our online portal.

You will collaborate with internal teams to resolve issues and uphold SLAs and KPIs. The role requires strong communication, problem-solving abilities, and a customer-driven mindset.

Qualifications

• Experience in customer service or a related field.
• Excellent written and verbal English communication.
• Strong problem solving and analytical abilities.
• Proficiency with Microsoft 365/tech tools.
• Detail-oriented with high organization.
• Ability to multitask and adapt to changing priorities.

Responsabilités

• 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.

Connaissances

Customer service

Communication skills

Problem solving

Multitasking

Data entry

Attention to detail

Empathy

Adaptability

English proficiency

Outils

Microsoft 365

Description du poste

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 e

• 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