Customer Success Manager developing customer success strategies for a SaaS startup in dental industry. Building scalable infrastructure and measuring client engagement outcomes.
About the role
- Customer Care Advisor for Zurich Canada, handling customer queries and complaints in a caring environment. Supports process improvements and maintains Zurich’s core values across interactions.
Responsibilities
- Resolving customer escalated queries and complaints to a high standard within set timelines
- Lead and participate in work rotation assignments, technical specialist roles, and projects that enhance operational effectiveness
- Communicate effectively with customers and colleagues via phone, email, and digital channels
- Investigate and resolve customer queries, applying sound judgment and authority limits to deliver solutions
- Research, compile, and analyze data to support business decision-making and reporting
- Work with Customer Care Lead and provide support to improve customer experience performance levels
- Support change initiatives and implement new processes in the service centre
- Stay current by participating in internal and external learning opportunities related to insurance products and industry practices
- Consistently model and promote Zurich’s core values in your work
Requirements
- High school diploma or 3+ years of experience in the insurance industry in customer-facing role
- Zurich Certified Insurance Apprentice and an Associate degree with 1+ years of experience in insurance industry
- Experience liaising with and communicating with third party organizations
- Proven experience in handling a demanding caseload in a highly skilled and fast paced environment
- Ability to interpret and apply policy wording to individual circumstances
- Strong verbal and written communication skills in two or more languages
Benefits
- Health/benefits plan with varying levels of coverage
- Minimum of four weeks of vacation per year
- Four personal days per year
- Comprehensive range of training and development opportunities
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