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Client Customer Care Professional (CCP)
Experiences that create growth. Growth that creates experiences.
Here at 360insights you will be a part of a fast-paced global team that is innovating and leading in the channel incentives and insights industry through our SaaS platform. You will be delivering great solutions for some of the world’s most recognizable brands all within an inspiring culture that has certified us as a Great Place to Work® in Canada, the USA and the UK.
At 360insights you will have lots of experiences and opportunities to grow and the more experience you gain along the way, the more opportunities will open to you.
Summary:
The 360 Insights Customer Care operation offers multiple levels of support and manages thousands of daily interactions delivered at the highest level of customer service. Our company is built on a solid foundation based on the following principles:
- Unbelievable experience for our customers
- Unbelievable place to work for our team
- Make a difference in the world
The Customer Care Professional (CCP) is a critical role at 360insights – you are the public face of some of the highest-profile brands in the world, our customers. You thrive in fast paced environments, with an ability to multitask in many applications at once. You have excellent communication and writing skills. You understand the importance of initiative, integrity, and reliability - because you value the trust of your team. And most importantly, you provide an unbelievable customer service experience because you love helping people.
What you will be doing:
- First contact resolution using phone, email, or chat (French and English)
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Meet specified key performance indicators (KPIs) based on the following:
- Interactions per hour (IPH)
- AHT
- Answer rate
- Productive hours
- Post-processing time
- Break time
- Net Promoter Score (NPS)
- Interaction quality (QA)
- Attendance and punctuality
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Support continuity of Customer Care service between the hours of:
- 08:30-21:00 ET - Monday to Friday
- 09:00-17:30 ET - Saturday
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Provide world-class, courteous, friendly customer service through:
- Inbound phone calls
- Email support boxes and portals
- Live chat (when and if applicable)
- Navigate the 360insights CORE platform and related websites to resolve customer inquiries
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Enhance the customer experience through “first contact resolution” by:
- Classifying each interaction accurately to the reason of call
- Noting the ticket comprehensively
- Identifying issues early and offering suggestions for resolution
- Providing regular anecdotal and data-based feedback to your team and manager to improve customer experience
- Identifying common customer feedback to drive best practices across the enterprise
- Complete task-based duties as assigned by the Manager or Team Lead
- Support and encourage team members as necessary
- Stay abreast of client product, service and policy changes
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Undertake recurrent training and personal growth to advance your career through:
- Self-study and guided study within 360 systems
- Feedback from the Quality Assurance team through the 360 REACH program
- Consultation with other team members to enhance skill set
What you will bring:
- Deep understanding of customer service with a strong customer-first mentality
- Must have strong computer navigation skills (email, Excel, internet) using multiple screens
- Ability to multitask with multiple applications in a fast-paced environment
- Well-developed and demonstrated written and verbal communication skills
- Demonstrated reliability and consistency of attendance
- Demonstrated ability to offer effective and timely resolutions to a range of customer inquiries while adhering to best practices
- Trustworthiness and integrity
- Sense of fun
- Strong, confident interpersonal skills to resolve situations involving conflict, stress, and/or uncertainty
- Solution-oriented work style with demonstrated ability to help people
- Proven analytical and problem-solving skills
- Works well in a team environment, respected by colleagues
- Proven organizational skills (including task prioritization)
- Ability to work independently, as required, with minimal supervision
- Adaptable and enjoys working with diverse personalities and styles
- Knowledge of and versatility in Microsoft Office
Why 360?
We are a people-first organization, passionate about our culture which means that we live and breathe our values every day and in our interactions with team members and clients. Being people focused means shows up like this:
- In each area of our business there are opportunities for personal and professional growth or to diversify into other disciplines, all supported by L&D and mentorship programs
- No matter where you are in the world, we have comprehensive healthcare and retirement plans backed up by people-first policies that support a balanced lifestyle, generous vacation and family leave plans, recognition for the value you bring, employee led groups to keep you connected, company profit share bonus, stock options and much more.
- We welcome all future Insighters, from all walks of life. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process 360insights is committed to providing equal employment opportunities to people of every race, religion or belief and ethnic origin, regardless of age, disability, sexual orientation, or gender identity. We just want you to bring your authentic self, live our Be Real & Have Fun value, do your best work with us, so that together we can all grow and be successful together.
Visit www.360insights.com/careers to find out more about our Vision, our Values, our growth Employee Value Proposition and our benefits.
