Customer Care Analyst

• Utilize digital analytics to enhance performance and customer satisfaction
• Address advanced customer inquiries via phone, email, and chat
• Manage complex inquiries beyond first-level capabilities
• Conduct daily audits and quality checks on cases and calls
• Ensure timely responses to inquiries, adhering to SLAs
• Maintain prompt response times for social media interactions
• Oversee phone queues and manage call overflow
• Use Genesys status indicators appropriately
• Report errors in Salesforce cases promptly
• Adhere to marketing initiatives and organizational policies
• Perform maintenance and testing activities for customer products
• Collaborate with other agents, supervisors, and management for inquiry escalation
• Identify and report unusual customer inquiries to supervisors
• Attend mandatory training sessions for product and policy updates
• Apply company policies to resolve issues or escalate as needed
• Update and retain customer records according to standards
• Take ownership of issue resolution with minimal supervision
• Collaborate with internal and external stakeholders to resolve issues and provide feedback

• Bachelor's degree in marketing or communications preferred
• 3+ years' experience in Customer Relations or Reputation Management
• Focus on Social Media experience is preferred
• Proven ability to correspond on social media platforms with proper grammar, spelling, and rules of composition
• Proven ability to effectively communicate with customers over the phone in a professional manner
• Experienced in managing call center operations, including monitoring queues, ensuring SLA adherence, and optimizing team performance
• Demonstrated Advanced Troubleshooting Skills: Proficient in handling complex cases by taking ownership of testing, diagnosing root cause issues, and collaborating with internal teams to implement solutions
• Communication and Interpersonal Skills: Strong written and verbal communication skills across social media and phone interactions, with excellent grammar, active listening, and comprehension
• Skilled in utilizing digital analytics to develop data-driven strategies that improve service level agreements (SLAs) and enhance customer satisfaction
• Skilled in interpreting data insights to identify trends, inform decision-making, and develop effective strategies that drive performance and business outcomes
• Proficient in Microsoft Office Applications
• Ability to multi-task
• Must be available to work holidays and weekends assigned
• Bilingualism required (Advanced French and English) both spoken and written

Focus on Social Media experience is preferred

• Group Insurance Program: health and dental care, long-term disability, life insurance, health spending account
• Pension Plan
• Share Purchase Plan
• Paid Time Off: vacation days, sick days, and personal days
• Employee Discounts
• Training and Development: workshops, seminars, and online courses
• Recognition and Rewards
• Mentorship Program
• Scholarship Program