Senior client support consultant helping CIBC, a relationship - oriented bank, improve client service and advisory practices. Coaching leaders, analyzing service trends, and driving operational consistency.
About the role
- Client Services Coordinator managing systems, service requests, onboarding, and process improvement. Supporting a Toronto SaaS company serving home-services businesses across North America.
Responsibilities
- Intake and manage service requests submitted by system users.
- Provide concierge administrative support.
- Execute onboarding activities and deliver training for systems users.
- Develop business process documentation.
- Contribute to department optimization and business process improvement initiatives.
- Assist with user account management activities, including onboarding and offboarding of employees.
- Contribute to maintaining SLAs at 95%.
- Execute back-up Contact Centre Agent responsibilities, as required.
- Update and configure different systems and keep stakeholders informed so they can complete their processes.
- Suggest ways to improve operations.
Requirements
- 2+ years of customer service experience, ideally in a technical environment involving multiple systems.
- Bilingual fluency in French and English is required.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) or Google Workspace (Docs, Sheets, Slides).
- A proactive and persistent approach to challenges, with the drive to help the company achieve its goals.
- Ability to address issues with a sense of urgency and prioritize tasks effectively.
- Dedication to producing high-quality work that aligns with the organization's standards.
- Capacity for analytical thinking, sound judgment, and the ability to make decisions considering various levels of risk and complexity.
- A commitment to delivering exceptional service to both internal and external clients.
- Strong communication skills; able to speak with a variety of stakeholders with confidence, adjusting message and delivery to meet the relevant audience.
- Possesses a highly collaborative working style and demonstrated experience excelling in a cross-functional role.
- Positively contribute to our company culture: embrace and embody our core values, promote a culture of inclusivity and belonging and celebrate wins together.
Benefits
- An award-winning culture with a collaborative & inclusive team.
- Competitive pay and performance-based bonus
- Annual Bonus: 20%
- Committed to flexible work arrangements, offering hybrid workplace options.
- Comprehensive medical, dental and vision coverage + Lifestyle Account.
- RRSP Matching and Parental Leave Top UP Program.
- In office massage, meditation & workout sessions.
- Virtual events such as Lunch & Learns, company parties, fun team activities and charity initiatives.
- Career learning and development programs.
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