Client Support Officer

Expand is specialized in Business Process Outsourcing providing positive customer experiences! We identify customer needs and help customers use specific features. Join us for a unique professional adventure!

Job description:

• Communicate directly with customers either by telephone or electronically, via email, or via Teams, Zoom meetings
• Respond promptly to customer inquiries in accordance with our ‘Time to Resolution’ team targets by answering tickets from the queue that are allocated to you
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to help maintain a high quality of service
• Perform customer verifications and testing before delivery of products and services
• Keep accurate, up to date records of customer details within our central Dropbox filing system
• Prepare, analyze and distribute customer activity reports as requested
• Effectively communicate and coordinate with all internal departments to ensure a timely response to our customers
• Support the Team Leader in their role as change agents in the transformation journey
• Facilitate working closely together across the teams rather than working in separate silos
• Work towards a ‘zero error’ environment where all team members are striving for a high-quality output

Experience and Education/Certifications

• Diploma Holder would be beneficial
• Excellent communication skills in English and French (verbal and written)
• Good analytical skills and ability to problem solve
• Sound knowledge of Microsoft products, especially Excel and email
• Be able to work in a team