Customer Experience Associate

The Customer Service Associate is responsible for conducting all customer experience surveys and call quality ratings.

Job Summary:

The Customer Service Associate is responsible for conducting all customer experience surveys and call quality ratings. The Associate will also log and escalate customer queries or complaints to Assistant Marketing & Customer Experience Manager, and conduct renewal calls to customers. The incumbent must display excellent communication skills when interacting with all customers and must conform to the guidelines and standards set by the organization.

Principal Duties and Responsibilities:

• Use scripts to conduct calls to new, existing and claims clients.
• Ensure that customer feedback/complaints are logged and escalated to management in a timely manner.
• Contact customers to advise on renewal dates.
• Assist with Marketing projects.
• Send renewal and CPFC SMS reminders.
• Answer questions or discuss concerns with customers on the phone, via email, or through online chats.
• Thoroughly explain how our products and services benefit the customer.
• Forward larger issues to superior.
• Keep accurate records of each customer’s interaction.
• Providing overall great customer experience
• Any other tasks as directed by management.

Qualifications and Experience:

• Certification in Sales/Marketing
• Proven customer support experience
• At least two years’ experience in a similar capacity
• Proficient in the Microsoft Office Suite
• Experience in the Financial/Insurance Services Industry would be an asset.