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Customer Care Lead

Toronto, Ontario  - Permanent

Job Description

Our Client is searching for a Customer Care Specialist who will be a key member of the Product Team. In this role you will be the voice of the company, an essential part of driving the company's success.


• Respond to all customer inquiries, on multiple platforms, in a quick and timely manner
• Remain composed, professional and react quickly before a concern is escalated
• Serve as both a product expert and trusted consultant
• Deliver tailored solutions that reflect the needs of the customers to ensure a high level of retention and satisfaction
• Maintain, and reply to customer comments, via social media pages
• Document all support contacts in using CRM system
• Share your product improvement insights and common customer challenges with the product team to improve services
• Follow, and create, processes, policies, and compliance requirements while maintaining workplace productivity by using your excellent time management skills
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
• Participate in improving the customer care processes

Must Have Skills:

• 3+ years of experience in a customer service role
• Bachelor’s degree
• A team player, who is not afraid to ask for help and ready to jump in and assist when required
• Self-motivated, proactive leader ready to to inspire customer loyalty and adoption through innovative approach
• Demonstrates empathy, and the ability to take initiative on doing the right thing
• Excellent verbal and written communication skills, especially documentation skills for customer account annotations and providing detailed support ticket information
• Must exhibit diplomacy, tact, and poise under pressure

Nice to Have Skills:

Experience with Zendesk
Thorough understanding of the flow of funds within mobile payment products
Proven ability to solve customer issues successfully and without providing credits

Starting: ASAP
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