Customer Service Representative

MSH Americas - Diot-Siaci Group; Guelph; Hybrid; CAD 35,000 - 50,000; Full time

Job summary

Join a leading company as a Customer Service Representative where you will assist clients and ensure they understand the full range of services offered. Provide exceptional support through various communication channels, promoting customer satisfaction while thriving in a hybrid work environment with strong leadership support.

Benefits

Employee assistance program

Wellness account

RRSP matching

Generous sick and flex days

Opportunities for skill growth

Inclusive work environment

Qualifications

• Excellent written and verbal communication skills in English.
• Proficiency in CRM software and Microsoft Excel.
• Previous experience in customer support preferred.

Responsibilities

• Assist clients in understanding MSH's products and services.
• Handle inquiries via phone, email, and chat.
• Track client information in CRM.

Skills

Communication

Problem-solving

Documentation

Education

High school diploma

Tools

CRM software

Microsoft Excel

Microsoft Word

Job description

It's fun to work in a company where passion meets profession, and every team member is not just an employee but a dedicated enthusiast, making the work journey truly enjoyable and fulfilling!

About you :

You will assist clients and our downline agent network understand the full range of products and services offered by MSH International, ensuring clear communication and informed decision-making. You will be required to answer inquiries by phone, email, chat, or social media. You will handle concerns, complaints, or other issues. As a Customer Service Representative, you will need to have excellent communication and troubleshooting skills. You will help promote continued customer interest in MSH’s products and services.

In this role, you’ll get to experience :

• Assist the inbound call centre in travel insurance for existing clients, including Canadian and International travellers
• Provide information to customers in response to inquiries regarding products and services
• Provide information concerning individual insurance, the range of risk coverage benefits paid, and other policy features
• Understand customer needs and recommend products accordingly
• Know specific insurance vocabulary and jargon and be able to communicate information in policy wording to customers / proxies
• Track all client information in CRM
• Simultaneously use distinct online systems to process quotes and sales
• Guide customers through the application and confirmation process, and send confirmations to customers and / or proxies / affiliates
• Handle customer inquiries via phone, email, and chat, giving prompt answers to customer questions.
• Provide knowledgeable help to customers and go the extra mile in providing the correct details to customer queries.
• Adhere to service-level deadlines in resolving customer complaints quickly and effectively.
• Collaborate with internal stakeholders such as the product and payments teams for faster resolutions.
• Identify and escalate customer requests to managers when there’s a complex issue.

What you bring :

• Minimum qualification : High school diploma.
• Excellent written and verbal communication skills (English).
• Good documentation skills. Proficiency in using Microsoft Excel and Word is an added advantage.
• Sound problem-solving skills to find the root cause of customer issues.
• Previous experience in customer support is preferred.
• Experience using CRM software.
• Fluency in French would be an asset.

What’s in it for you :

• Hybrid work environment
• Employee assistance program
• Wellness account
• RRSP matching
• Generous amount of sick and flex days
• Opportunities to learn new skills, grow, and move into different roles
• A work environment that embraces diversity and promotes inclusivity.
• Supportive leadership prioritizes your success and cares about your well-being.
• A growth trajectory designed to expand vertically and horizontally, providing opportunities to pursue your passions and acquire new skills.

If you don’t meet every qualification listed, we encourage you to apply. At MSH Americas, we value diverse backgrounds, perspectives, and experiences. We are proud to be an equal opportunity employer committed to fostering an inclusive and supportive environment. If you require reasonable accommodations at any stage of the application process, our Human Resources team is here to support you.

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