Customer Operations Agent Jobs

1 year call center experience preferred.

Responding to calls from customers who have questions regarding phone service, billing, account information, password resets, etc.

Responding to chat or email queries from customers with account or technical related questions as needed.

Documenting customer issues in the client system and updating customer information.

Following outlines processes to resolve customer technical issues, or complaints, in a timely manner.

Additional duties as needed, to be discussed during your interview.

Maintain the Account Management Team Knowledge Base, ensuring process and compliance related documentation remain up to date at all times.

Always bring new ideas to the Account Management leadership team that will enhance the customer experience for the player.

Expert knowledge of customer service technologies, workforce management tools and CRMs.

Ensure changes are communicated to Account Management team members appropriately so that no issue slips through the cracks.

Manage a formal information and training acknowledgement process to ensure staff completion of relevant materials is documented.

Management of Account Management Tools & Systems:

Business development knowledge and, ideally, experience growing a business

Project management and account management

Experience working as a Director of Customer Success Operations or similar Operations role, with proven Operations and Technical expertise

Intimate knowledge of SQL and BI tools (ideally Snowflake and Looker)

Experience creating complex reports and proven experience applying data hygiene, intelligence, and governance principles

Experience communicating and reporting customer operations data and correlating it with other data sets to find trends and business-development insights

A full range of group insurance, an RRSP and enviable travel benefits

Minimum experience of two (2) years in an operational position with an airline, or tour operator

Excellent communication skills, and fluency in French and English, both oral and written.

Good knowledge of the Microsoft suite.

Good organizational skills, autonomy, resourcefulness, and attention to detail.

A work location in our Dorval office, including free parking

1 year call center experience preferred.

Responding to calls from customers who have questions regarding phone service, billing, account information, password resets, etc.

Responding to chat or email queries from customers with account or technical related questions as needed.

Documenting customer issues in the client system and updating customer information.

Following outlines processes to resolve customer technical issues, or complaints, in a timely manner.

Additional duties as needed, to be discussed during your interview.

You are tech-savvy (Experience using Mac, familiar with online booking tools, and can operate with several tools at the same time)

You have multitasking abilities and are capable of handling high volumes of enquiries

Flexibility: Hybrid work environment - Work from home and our beautiful office

Experience our world-class adventures firsthand and explore new destinations using our travel credit system.

Extended health care benefits through SunLife

All our bookings occur online, so you will be responsible for chatting with travelers via phone, live chat and email.

Manage irregular situations (delays, diversions, flight cancellations, etc.);

3 years of experience in airport operations;

Very good knowledge about the all facets of the aviation industry;

Plan, coordinate, communicate, lead and control the activities related to Air Transat flights at the Montreal airport (YUL);

Interact with various service providers, governmental agencies and airport authorities;

Monitor and coordinate the assignment of barriers;

Excellent communication skills both written and verbal

Passion for technology and knowledge of basic computer programs (Microsoft Office Suite)

Join a supportive, experienced team with an inclusive, encouraging, and vibrant culture.

Being a Customer Support Agent at iManage means...

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

Responding to global customer inquiries over phone and email in a timely manner

Organize workload and determine priorities, communicate with management and colleagues to effectively work with customers in a professional manner

At least 2 years’ relevant customer service experience, ideally in B2B environment

Strong problem-solving skills to resolve customer complaints and customer service issues

Strong technology skills, including Microsoft-Office, e-Commerce platforms, ERP systems, CRM databases, report preparation, and multi-channel communication

SAP and Netsuite experience is preferred

Provide world-class customer service to our customers every day and in every interaction

Knowledge of LifeLabs Lab Operations

Handle job duties in their appropriate priority with accuracy and efficiency

Strong verbal & written communication and interpersonal skills.

Computer skills with a minimum 37 wpm.

Performs outbound calls as part of the Call Reporting and Recall process to LifeLabs clients and customers

Routing of relevant information to other departments and locations as appropriate using the appropriate communication channels

FULL TIME, PERMANENT, BENEFITS INCLUDED

23$/HR : MORE THAN 5 YEARS CUSTOMER SERVICE EXPEREINCE

22$/HR : BETWEEN 1-4 YEARS CUSTOMER SERVICE EXPEREINCE

21$/HR : UNDER 1 YEAR CUSTOMER SERVICE EXPEREINCE

FULLY ONSITE (MON - FRI)

TO APPLY TO THIS JOB,

Impeccable time management and organizational skills.

Experience with project management processes, such as Scrum and Agile

Support project management tracking activities and task execution with ISG customers

College or University diploma or degree in Business, Finance, Economics, Marketing or a related discipline

Experience in a similar role at a high-growth company

Excellent verbal and written communication skills

ITIL experience with a focus on incident management best practices*

Service provider experience preferably in data centre colocation and/or managed services.

Investigate and escalate priority alerts and incidents to the support manager and/or relevant departments.

Experience with support ticketing systems.*

CEGEP Diploma or Attestation in Computer Science or equivalent work experience.

Knowledge of relevant support ticketing system.*