Client Service Specialis (Agent)

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Maple Leaf to Jamaica; Join Our Canadian-Inspired Team!

Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won’t just be a coworker; you’ll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it’s our people. We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360’s leaders were promoted from within? Our CEO’s journey, starting as a phone agent, reflects our commitment to genuine care for our people—it’s in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren’t just welcomed—they’re essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients’ customers into loyal advocates for life.

Check out our Youtube video:

https://youtu.be/AsPjX-5uyQQ

Client Services Specialist

The Client Services Specialist is responsible for addressing a wide range of client inquiries related to one of the accounts. This includes resolving account and transaction issues, providing in-depth product knowledge, delivering technical support, and efficiently triaging complex matters. They also proactively contact clients to address account issues or provide follow-up. This role requires flexibility to work rotating shifts.

Key Responsibilities:

• Manage client interactions efficiently and effectively, from initial contact to resolution, across multiple channels (phone, email, chat, in-person)
• Create service tasks and accurately record, sort and track problems and the resolution steps taken

• Consult internal knowledge bases and resources to resolve client issues
• Reproduce and troubleshoot technical issues for Client products, including issues with connectivity, trade routing or order flow
• Quickly identify hardware, operating system and networking issues during client interactions
• Identify and escalate complex issues and potential problems in a timely manner
• Proactively contact clients to resolve account issues or provide follow-up

Other Duties as Assigned

• Become a subject matter expert for Client products, services, policies, and procedures
• Educate and support clients on Client’s various trading platforms
• Help update knowledge base by identifying and reporting issues
• Present value-added solutions, including products, tools, and resources, to meet client needs

So are YOU our next Client Services Specialist? You are if you…

• Have strong written and verbal communication skills
• Have post-secondary degree/diploma
• Have 6 months-1 year related work experience
• Have flexibility to work rotating shifts, including evenings and weekends