Customer Care Specialist

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
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

Employment type
Full-time

Work arrangement
No