Service Delivery Manager overseeing travel service operations for International SOS. Coaching teams to deliver exceptional client experiences and operational excellence.
About the role
- Customer Support Coordinator providing multichannel support for Trupanion partners including clinics and breeders. Role involves real-time assistance and strong customer relations skills.
Responsibilities
- Provide real-time assistance by phone, email, and chat across all partner channels.
- Manage a high volume of inbound and outbound communications in a queue-based environment.
- Resolve technical and operational issues, and escalate when necessary.
- Provide accurate information about Trupanion products, coverages, policies, claims, and partner programs.
- Conduct thorough research to propose tailored solutions for complex situations.
- Demonstrate professionalism, judgment, and a solution-focused approach in varied contexts.
- Work closely with internal teams to ensure a seamless and consistent partner experience.
- Consistently meet or exceed productivity, quality, and partner satisfaction targets.
Requirements
- Bilingual in French and English required (Québécois French is a significant asset).
- Minimum of two years' experience in a contact center focused on customer service or partner support.
- At least two years' experience in high-volume multichannel support (phone, email, chat).
- Experience in the veterinary, pet insurance, or healthcare sectors is an asset.
Benefits
- Employer-paid supplemental group insurance for you and your family.
- Partnership with Wealthsimple for retirement savings (RRSP, pension, etc.).
- Four weeks of paid vacation.
- Five weeks of paid sabbatical after five years of service.
- Employer-paid medical insurance for a pet (dog or cat).
- Paid volunteer time for work with non-profit organizations.
- Open, welcoming, and pet-friendly work environment.
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