Job Responsibilities : Associate, Customer Experience
Salary : n
Company : Canadian Red Cross
Location : Temporarily remote
As an Associate, Customer Experience , you will:
- Respond to routed live calls/chat conversations, emails, call-backs, social media posts and assigned tickets on an ongoing basis,
- Communicate via telephone, email, SMS, chat to address customer issues and answer client questions or concerns in a timely, informative, and professional manner
- Report customer-reported issues internally, quickly take-in information, prioritize actions, and execute
- Focus on customer satisfaction through resolution of inquiry and adding value to customer conversations with a goal of First contact resolution
- Identify trends, quality issues and means to improve efficiency related to customer satisfaction and CX processes.
- Keep current on specific program and service information and SOPs including revisions, processes, policies/guidelines, products, technical and general program information etc.
What we are looking for:
- Completion of post-secondary education, with a minimum of 2 years of job-related work experience, or an equivalent combination of education and experience.
- Experience and an understanding of sales techniques is an asset.
- Experience working with a diverse population is a definite asset as is experience working with volunteers.
- Strong knowledge of customer experience is an asset
- Bilingualism (English/French) required
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