Customer Care Professional

As a Customer Care Professional here at 360insights you will be providing email and telephone support and managing hundreds of daily interactions delivered at the highest level of customer service. 360insights is innovating and leading in the channel incentives and insights industry and you will be providing excellent customer service to our client’s end customers. Our success is built on a solid foundation based on the following principles:

• Unbelievable experience for our clients
• Unbelievable place to work for our team
• Make a difference in the world

Your success will be to thrive in a fast paced, customer-focused environment, with an ability to multitask in many different software applications at once. You have excellent communication and writing skills. And most importantly, you provide an unbelievable customer service experience for our clients and customers because you love helping people.

These qualities together with the ability to learn our platforms and our industry has lead to many Customer Care Professionals progressing into other positions in our team over time.

We are not a call centre and this role is fully remote but we like to get together socially.

What will you be doing?

• Provide world-class customer service for our clients through Inbound phone calls, Email support boxes and portals and Live chat
• Learn and navigate the 360insights solution in order to provide answers to customer inquiries
• Consistently work towards enhancing the customer’s experience and reducing the need for customers to contact us by:
  • Capturing classification data on each interaction
  • Providing regular anecdotal and data-based feedback through the team
  • Identifying issues early and offering suggestions for solution
  • Identifying common issues or feedback occurring across multiple clients to drive best practices across the enterprise
• Stay abreast of client product, service and policy changes
• Feedback from the Quality Assurance team through the 360 REACH program
• Support continuity of Client Care service between the hours of:
  • 08:30-21:00 ET - Monday to Friday
  • 09:00-17:30 ET – Saturday
  This is a full time salaried position, with an hourly rate of $16.68 per hour for English only speaking positions and $19.00 per hour for Bilingual Customer Care positions.
  

What sets us apart from other companies?

• We offer full-time permanent positions with a comprehensive total rewards package which include bonuses, stock options and healthcare and other benefits from day 1!
• 360insights has also been ranked a Best Workplace for 10 consecutive years by Great Place to Work Canada.
• We provide training to set you up for success in your role and ongoing opportunities for training in order to progress into other roles within 360insights over time.

What will make you a success?

• Proven excellent communication skills – written and verbal.
• A customer first mentality and previous experience of providing great customer service
• Tech-savvy with a good working knowledge of Microsoft Office products (Excel and Word)
• Proven organizational and follow-up skills (including prioritization)
• Ability to key at least 30-35 words per minute
• Sense of fun
• Confidence in your knowledge to resolve situations involving conflict, stress, and/or reassure frustrated callers

What’s in it for you?

We are a people-first organization, passionate about our culture which means that we live and breathe our values every day and in our interactions with team members and clients. Being people focused means two things to us

• in each area of our business there are opportunities for personal and professional growth or to diversify into other disciplines, all supported by L&D and mentorship programs

• no matter where you are in the world, we have comprehensive healthcare and retirement plans backed up people-first policies that support a balanced lifestyle, generous vacation and family leave plans, recognition for the value you bring, employee led groups to keep you connected, company profit share bonus, stock options and much more.