Offer summary

Qualifications:

High school diploma or equivalent required (North America)., Minimum 2 years post-secondary education or equivalent (Philippines)., Previous customer service experience preferred but not mandatory., Excellent communication and writing skills in English and French, with attention to detail..

Key responsibilities:

Respond to customer inquiries via calls, emails, and other channels.

Assist customers with cases, complaints, and updating account information.

Collaborate with dealerships and support teams to ensure customer satisfaction.

Document interactions accurately and follow regulatory and company guidelines.

Job description

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

The Agent – Case Management Interacts with customers customer information on a daily basis, promptly responding to all inquiries in a courteous and efficient manner. They will assist customers with their cases, emails and complaints. They will be responsible in providing information to customers about product and service features. The Agent – Case Management helps customers when they are faced with problems, need further information andor ensuring customer information is updated accurately. They will Interact with customers, dealerships and client internal support teams as needed to achieve customer satisfaction.

What Youll Do:

Engage with customers on all inboundoutbound calls, emails, and other channels of communication applicable and provide support to update customer’s account information
Work with dealerships and client support teams as needed to achieve optimal customer satisfaction in relation to service, customer complaints, warranty issues and recalls
Overcome consumer objections through effective deescalation methods, and refer complaints immediately to the appropriate reporting Manager.
Update customer files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
Make accurate records as needed in both French and English, as applicable, for specific case types.
Review customer files and take appropriate actions in a timely manner
Think creatively both in terms of solutions to complex complaints and process improvement.
Collaborate crossfunctionally on root cause analysis and drive resolution of customer issues
Ensure customer satisfaction and provide professional customer support
Ensure to deliver Bill Gosling Outsourcing and client metrics and expectations on a regular basis.
Champion company core values and other company programs
Other duties as assigned