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Customer Care Associate
Posted on 8/5/2022
INACTIVE
Locations
Toronto, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Requirements
  • Minimum of one year working in the customer service industry and strong understanding of customer escalations
  • Strong problem-solving skills
  • Strong oral and written communication skills
  • Excellent interpersonal skills, including the ability to interact and influence at all levels of the organization
  • Ability to identify needs, prioritize, and deliver on requests with limited supervision in a fast-paced environment
  • Basic knowledge of Excel
  • Second language would be an asset
Responsibilities
  • Respond within agreed timelines to escalations raised by internal and external customers
  • Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns
  • Keep management informed on issues and problems
  • Ensure adherence to policies and established procedures etc
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the Kobo customer experience
  • Participate in weekly team meetings to discuss trends (both known and emerging) and contribute to a collaborative team approach to sourcing solutions
  • Identify opportunities to streamline processes, eliminate redundancy, and strengthen relationships
  • Providing advice and suggestions to improve the customer experience
  • Maintain a balance between Kobo policies and Customer benefits in decision-making
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the Kobo customer experience
Kobo

201-500 employees

eReading and Digital Bookseller