ASSISTANCE COORDINATOR Job at Trident Global Assistance Inc., Canada

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  • Trident Global Assistance Inc.
  • Canada

Job Description

Job Description

Job Description

SUMMARY

*We are currently seeking applicants who reside in Toronto, GTA*

We are looking for a bilingual (French/English - written/oral) customer-oriented Assistance Coordinators. The Assistance Coordinators provide products, policies and services information, act as a liaison between members and their healthcare providers nationally and internationally and resolve any emerging problems that our members may face with accuracy, efficiency, compassion and empathy.

 

Responsibilities

  • Manage and answer a large number of incoming calls and emails, while following quality guidelines and ensuring Service Level Agreements are met.
  • Identify and assess customer's needs to achieve satisfaction and solution. Taking the extra mile to engage the caller.
  • Build sustainable relationships and trust with members and/or providers through open and interactive communication
  • Handle customer emergencies or inquiries and provide appropriate solutions and alternatives within the time limits; responsible for follow up to ensure resolution is satisfied
  • Follow procedures, guidelines, and policies
  • Keeping up to date with new training or policies
  • Accurately enter data into the system

Job Qualifications

  • Proven customer support experience or experience as a client service representative
  • Strong phone contact handling skills and active listening skills
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Must be bilingual (French and English)
  • Insurance experience an asset
  • Job Type : Full-time, Permanent
  • Schedule:
  • 8-hour shifts – 5 days a week
  • Shift Work (hours subject to change to meet business needs)
  • Holidays & Weekends as needed

 

CORE COMPETENCIES

Work Ethic

  • Punctual, have excellent attendance and be presentable and appropriately dressed
  • Respectful of management and company rules
  • Honest, friendly to fellow staff members and clients
  • Self-motivated and positive attitude
  • Fully productive and flexible to seasonal, monthly and daily targets
  • Puts company objectives above personal objectives
  • Trustworthy

Teamwork

  • Supportive of fellow staff members
  • Participates in department and company functions
  • Understands and works towards departmental goals

Technical

  • To pick up new concepts quickly
  • To be precise when following policies and procedures
  • Accurate and thorough
  • To meet deadlines set through regular work or through special circumstances
  • To be organized
  • To exhibit good time management
  • To see active cases through to satisfactory completion
  • To be goal and results oriented
  • To pay attention to detail

Customer Service

  • Helpful to customers externally and internally
  • Takes ownership of clients’ requirements
  • Handle customer objections effectively displaying empathy and compassion

Physical Demands

  • Use computers for long periods
  • Work patiently with potentially emergencies and / or irate, sick, or upset customers
  • Accommodate shift work

 

Company Description

Be part of a dynamic team and make an impact in a fast-growing travel insurance company.

Company Description

Be part of a dynamic team and make an impact in a fast-growing travel insurance company.

Job Tags

Holiday work, Permanent employment, Full time, Flexible hours, Shift work, Weekend work,

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