Customer Service Analyst

Description:

With the goal of offering exceptional customer service and surpassing client expectations, your primary responsibility will be to resolve our clients’ access issues to their Web portal in a professional and timely manner. You will also manage various administrative tasks to maximize organizational efficiency.

You are recognized for your professionalism and work ethic, accuracy and quality, your multi-tasking skills and ability to work in a fast-paced environment. You are client-focused and do not hesitate to join forces with colleagues across functions to meet team and organizational goals and objectives. You are a team player and contribute to a positive, collaborative work environment.

What is in it for you?

• A company with a strong Brand and strong results to match

• Culture of internal mobility, collaboration, and valued partnership with HR from the business.

• Employee Resource Groups that provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.

• Competitive pay (salary and bonus potential), Full benefits package –- (medical, dental, vision, STI/LTI, life insurance, RSP (Retirement Savings Plan or TFSA (tax-free savings account.)

• Benefits coverage starting Day 1

• Generous Parental Leave and Tuition Reimbursement plan per year and participation in our Employee Stock Purchase Plan

• Entitled to 3 weeks of vacation, 2 personal days and 1 floating holidays, time off to give back to your community, 10 sick days, and nine company holidays (with early dismissal).

• Multiple medical, dental, and vision plans with choices to fit all needs and budgets

• Opportunity for advancement

We will count on you to:

• Provide technical Web support to our clients and resolve access, MFA issues live through inbound calls in addition to responding to email correspondence.

• Escalate technical issues to our Tier II team as required, track progress and ensure resolution.

• Manage inquiries in a professional and timely manner to support exceptional servicing and a high level of customer satisfaction.

• Provide administrative support and undertake in general administrative duties for our Programs & Affinity COE team, including for specific projects as required.

• Ensure timely, efficient and accurate production/processing of relevant documents (includes report preparation and sending documentation to appropriate parties).

• Contribute to the achievement of our Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and business objectives.

• Manage and prioritize own workload to meet deadlines and quality targets.

• Maintain confidentiality at all times, especially when dealing with sensitive information and internal policies.

• Adhere to Company policies and performance standards.