Job Description

Description

JOB SUMMARY

The Customer Care Coordinator is responsible for driving continuous improvement in Wawanesa’s customer experience through includes collecting and responding to various sources of customer inquiries and feedback, and identifying opportunities for customer appreciation. This position also serves as a liaison between customers and Wawanesa functional areas and regional employees.

JOB RESPONSIBILITIES

  • Support Wawanesa’s Customer Experience team and Wawanesa’s customer initiated service program by:
    • Acting as first point of contact for all customer inquiries and feedback (for example, received via talktous@wawanesa.com or through the Office of the Ombudsman), as well as those sent directly to Wawanesa senior executives (including the CEO), maximizing customer satisfaction and ensuring all inquiries and feedback are acknowledged in a timely manner, and that customers are kept informed of progress as required
    • Regularly monitoring multiple channels (e.g. website, multiple social media sites) for customer inquiries and feedback, responding to customers directly to address and/or gather additional information, via phone, email, and through correspondence
    • Documenting incoming inquiries and feedback (telephone, written, electronic and in-person)
    • Triaging inquiries and feedback to appropriate functional areas for further investigation and handling in accordance with appropriate guidelines and delegation protocols
    • Following up on unresolved issues, ensuring appropriate steps are being taken for satisfactory resolution, and that consideration for customer needs is maintained throughout
    • Assisting the Office of the Ombudsman as necessary with triaging complaints
  • Provide input regularly to the Customer Experience team on customer feedback trends; shares customer compliments and successes
  • Ensure customer outreach mechanisms (email, website, social sites, etc.) are functional, working with technical personnel as needed to resolve any issues
  • Identify opportunities for customer appreciation / delight and supports the execution on customer appreciation, including coordinating communications to and designing events for customers
  • Perform other related duties as assigned

QUALIFICATIONS

  • Two-three (2-3) years experience in a professional customer-focused capacity, preferably within a Voice of Customer, customer service or complaint management program
  • Able to effectively communicate in English and French, both verbally and in writing (fully bilingual)
  • Demonstrated knowledge of and capability with social media (Google Business, Facebook)
  • Demonstrated knowledge of customer experience concepts
  • Ability to gather and analyze information from numerous sources
  • Creative problem-solving skills to interpret the needs of customers and resolve their issues
  • Strong interpersonal skills to act with tact, diplomacy, integrity and professionalism in sometimes confrontational or sensitive situations; good conflict resolution skills; ability to build productive partnerships and networks with internal and external stakeholders
  • Ability to coordinate and organize meetings, exhibits, and other events
  • Ability to work independently and in a team environment
  • Proficiency in Microsoft Office (Excel, Word, PowerPoint)
  • College Diploma or University Degree, preferably in Business Administration, Economics, Social Sciences, Science (Statistics or Mathematics) or related field
  • Previous experience in the insurance industry is considered an asset

Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, goal achievement plan, premium free benefits and a pension plan). Wawanesa provides a stable and rewarding environment for its employees in today’s challenging markets.

If you are interested in this exciting, challenging position with Wawanesa, please submit your resume and cover letter by clicking apply On-Line below.


27 days ago from Wawanesa Insurance - View Original

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