Specialist-Customer Relations

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Specialist-Customer Relations

Job Information
Author alnationtalk
Date November 18, 2022
Deadline Open
Type Full Time
Company Canadian Red Cross
Salary $34,462 - $50,000 - Annual
Location Remote - Canada
Category Specialist
Client Canadian Red Cross
Contact Information
Apply Now!

crc

Title: Specialist, Customer Relations
Location: Remote
Employment status: Permanent, Full Time
Salary band: $34,462 – $50,000/year

The Canadian Red Cross (CRC) – one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada’s Best Employers 2022 – is seeking an Specialist, Customer Relations to join our Customer Experience Team.

We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply.

The incumbent will collaborate with the Supervisor, Customer Experience Operations, and Subject Matter Expert Personnel, the Specialist, Customer Relations will provide world class service in supporting customers, training partners and course participants. Adhering to all service standards, processes, policies and procedures, the Specialist, Customer Relations will provide support to external Contact Centre vendor staff to provide clarification or solve complicated inquiries and ensure alignment to overall Customer Experience organization goals.

In this role, you will:

Responsibility 1 – Deliver best-in-class customer experience to solve customer inquiries:

  • Respond to routed live calls/chat conversations, emails, call-backs, social media posts and assigned tickets on an ongoing basis, according to established SOP and at the discretion of Supervisor or Manager, where required
  • Provide high levels of customer service to customers, training partner and course participants
  • Communicate via telephone, email, SMS, chat to address customer issues and answer client questions or concerns in a timely, informative, and professional manner
  • Calmly handle customer complaints and work to find solutions within existing decision frameworks
  • Manage corrective actions within the HelpDesk and CRM platforms
  • Complete follow-up calls to customers when they are necessary
  • Analyse customer-reported feedback and craft appropriate responses that are clear, accurate, customer friendly, and reflect the CRC brand voice
  • Report customer-reported issues internally, quickly take-in information, prioritize actions, and execute
  • Perform basic administrative and clerical duties as necessary; ensure CRM data is up to date and actionable
  • Support customer retention and loyalty efforts both in direct interactions with customers and also in supporting the program more holistically
  • Identify customer opportunities and challenges, problem solve, and exceed client expectations on an ongoing basis.
  • Focus on customer satisfaction through resolution of inquiry and adding value to customer conversations with a goal of First contact resolution
  • Use existing Work Instruction Documents (WIDs) to complete and document requests in CRMs
  • Use existing scripts, suggested responses and Key Message documents from CX knowledgebase to craft responses to suit particular situations and scenarios
  • Educate and encourage use of self- serve options for customers in the majority of cases with the aim of reducing future inquiries
  • Work on a high volume of problems of moderate complexity and scope.
  • Exercise independent judgment within generally defined policies and practices to identify and select a solution.
  • Handle most unique situations in area of focus; may seek advice in order to make decisions on complicated business issues
  • Champion a specialized area of focus (e.g., receipt inquiries, monthly donor saves, program specialty, etc.) and train/coach other team members.
  • Exhibit expert knowledge regarding the products and services in area of focus
  • Coordinate with other functions and departments to resolve cases as they relate to customer support.
  • Escalate unresolved inquiries to Supervisor as required per SOP and instinctual understanding of the customer and situation
  • Participate in Weekend On Call rotation support

Responsibility 2 – Contribute to Team and Department effectiveness :

  • Regularly communicate issues and progress to Supervisor
  • Work effectively to ensure all service level agreements are met.
  • Promote “voice of the customer” feedback by capturing complaints, suggestions, inquiries and other questions in a quantified & qualified manner
  • Carry out activities designed to improve customer loyalty by executing to standards of best practice
  • Assist with specific customer service training of new staff for area of focus
  • Provide continual feedback to Knowledgebase Coordinator regarding quality, applicability and usefulness of knowledge inventory
  • Respond to requests from KMS Clerks regarding current or draft knowledge inventory clarifications
  • Respond to ad hoc requests/clarifications from SME Reps
  • Keep current on all operational and systems information required to effectively deliver customer support.
  • Recommend changes for continuous improvement related to systems and processes within the Customer Experience department.
  • Responsible for identifying trends, quality issues and means to improve efficiency related to customer satisfaction and Customer Experience  processes.
  • Actively seek opportunities to cross-market and promote Red Cross services.
  • Provide feedback to the Manager, Customer Experience on any issues or procedural gaps experienced during investigation of customer issues to be included in our Problem Detection/Continuous Improvement program

Responsibility 3 – Maintain and increase Customer Experience knowledge

  • Review area of focus information on a regular basis, as determined by business protocols
  • Research area of focus outside CRC to gain customer’s perspective to external information
  • Keep current on specific program and service information and SOPs in portfolio 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. This position requires a satisfactory Canadian criminal record reference check.
  • Self directed, motivated, resourceful and a positive influence is essential.
  • Experience and an understanding of sales techniques is an asset.
  • Experience working with a diverse population and an understanding of cultural issues is a definite asset as is experience working with volunteers.
  • A strong knowledge of customer experience is an asset
  • Ability to solve complex problems
  • Bilingualism (English/French) required
  • Office automation skills are required, including experience in word processing, databases, spreadsheets, Internet and email and ability to troubleshoot applications.
  • Strong customer service skills
  • Ability to deal effectively with customers using the phone and email, including demonstrated skills in problem solving, decision-making and conflict resolution.
  • Ability to adapt to changing circumstances in a fast-paced environment
  • Ability to influence others

Working conditions:

  • Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
  • If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).
  • Full vaccination against COVID-19 may be requested to participate in in-person activities.

This position is open until filled, however qualified applicants a re encouraged to apply as soon as possible. Qualified applicants who apply after the selection process has started, may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.

If you require accomodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accomodation requests will be kept confidential.

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