Case Management Specialist (On-Site)
About The Position
The Case Management Specialist provides excellent service to customers who have complaints or complex/escalated issues, ensuring concerns are fully understood and addressed comprehensively and quickly in a positive and helpful manner, minimizing further issues. This role also plays a key part in identifying and sharing learning opportunities from complaints and issues for service improvement. Concentrix is a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging, earning "World’s Best Workplaces," "Best Company Culture," and "Best Companies for Career Growth" awards annually. As a Case Management Specialist, you’ll join an organically diverse team from 70+ countries where all members contribute and support each other’s success and well-being, proudly united as “game-changers.” Together, we help the world’s best-known brands power a world that works through exceptional customer experiences and tech-powered innovation. Due to continued growth, we’re looking for more talented game-changers to join our purpose, people as passionate about providing outstanding customer experiences as we are.
Requirements
- Minimum of 2-3 years of demonstrated experience in de-escalation, creative problem solving and Top Tier communication skills.
- Proven leadership skills where taking ownership of exceptional customer experience and retention are the focus.
- Exceptional time management and analytical skills, and the ability to focus on critical issues.
- Proven ability to communicate in a clear and concise manner, while exercising a high level of patience, empathy, and positivity.
- Ability to prioritize efficiently, dealing with multiple issues simultaneously.
- Strong attention to detail and the ability to grasp concepts quickly.
- Proficiency in fast-paced multi-tasking.
- Operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position.
- Legally authorized to work in Canada.
Responsibilities
- Receiving and resolving sensitive customer escalations and acting as the single point-of-contact for resolution.
- Troubleshooting and resolving customer satisfaction issues, while prioritizing critical tasks and communication deliverables.
- Answering inbound calls from the customer care team, customers, and retailers to provide guidance on policy and process.
- Acting as a second-tier escalation team to resolve customer issues.
- Focusing on continuous improvement of Customer Experience.
- Assessing and providing feedback related to unique situations for further internal review.
- Delivering expert customer experiences.
Benefits
- Medical, dental, and vision insurance
- Comprehensive employee assistance program (EAP)
- Registered retirement savings plan
- Paid time off and holidays
- Paid training days
- DailyPay enrollment option to access pay "early", when you want it
- Company networking opportunities with organized groups
- Health and wellness programs with trained partners
- Mentorship programs
- Modern, state-of-the-art office setting with advanced technologies and a great team
- Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community support
- Celebrations for Concentrix Day, Game-Changer Appreciation Day, Customer Service Week, World Clean Up Day, #MyOneEarthPromise, and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
