Part Time Call Center Operator - Work from Home

Jobinhalt

About us
We are an innovative leader within Insurance Services, providing quality solutions to the Canada community.

About the Role
They are currently seeking multiple enthusiastic and passionate Customer Care Officers with extensive retention or collections experience to join our Contact Centre with the opportunity to work remotely from home. You will be required to work across a rotating roster 8am -8pm, Monday to Friday.

Reporting to the Customer Care Manager, you will be required to receive and make telephone calls to existing customers that have missed payments, require a payment arrangement or have indicated they wish to cancel their policy whilst discussing the reason they are considering cancellation. You will deliver exceptional customer service offering solutions with the objective to solve any concerns in order to maintain them as a customer ensuring the ultimate goal being that the client remains a satisfied customer for the organisation.

In this rewarding role, you will be undertaking the following duties –

• Deliver professional and empathetic customer service
• Work within a high volume and dynamic contact centre environment
• Complete calls to customers addressing any issues associated with their missed payments
• Discuss and process client requests including arranging payment plans, sending policy details, reductions/increases to sum insured and address cancellations
• Respond to customer requests to cancel their policy, addressing any concerns
• Inform and educate customers on products and services, offering solutions whilst reiterating policy benefits
• Escalate complex complaints to senior members of the team
• Process refund requests as required in line with refund guidelines
• Handle Customer Care cases and call backs within a timely manner
• Participate in team incentives, daily catch ups and morning minutes to drive performance
• Suggest continuous improvement approaches to addressing customer issues
• Work collaboratively with stakeholders including Service, Claims, PetSure, Underwriting and Sales

About you

• Minimum 1 years Call/Contact Centre experience
• Collections, Complaint, Retention or Sales Industry experience high desirable
• Professional, Resilient and confident with a customer service delivery focus
• Empathetic nature and remarkable interpersonal skills
• Impeccable communication skills, both verbal and written
• Solid analytical, conflict resolution, negotiation and problem solving skills
• Proactive with the ability to work independently and part of a team
• High attention to detail
• Superior organisational skills with the ability to multi-task and prioritise conflicting deadlines
• Strong computer literacy and proficiency with MS Office suite
• Flexible to work across a rotating roster 8am – 8pm Monday to Friday
• Ability to commence and commit to the duration of the assignment

Benefits

• Career progression and development opportunities
• Great team culture and morale – High performing, dynamic and supportive team
• Flexibility to work remotely from home upon completion of probation
• Excellent commission structure! Uncapped earnings!

Job Type: Part-time

Salary: $17.00-$19.00 per hour

Education:

• Secondary School (preferred)

Experience:

• customer service: 1 year (preferred)