Customer Loyalty and Experience Advisor

Position Description:

CGI Payroll Service Center (PSC) offers allinone cloud solutions that simplify payroll and human capital management. We take pride in our privileged relationships with clients and their satisfaction rate is very high. Every day our members help hundreds of clients process their employees payrolls across various industries. In this role you will contribute to the success of local businesses within a dynamic team of over 700 professionals and 62000 clients!

We are looking for a reliable and motivated person. Are you ready to play a key role

Reporting to the Director of Customer Relations the chosen candidate will act as a Customer Loyalty and Experience Advisor. They will play a key role in client satisfaction and retention particularly by handling the resolution of client situations or events. If you are passionate about problemsolving and have excellent investigative and organizational skills join us!

Your future duties and responsibilities:

Handle dissatisfaction and claims that could not be resolved at the first level and ensure rigorous followup.
Identify the causes of dissatisfaction by analyzing communications establishing the chronology of events and collaborating with other departments (support technical team leader manager etc..
Liaise with the client throughout the process explaining the ongoing steps providing clear and reassuring answers to their questions and presenting the conclusions of the analysis.
Based on the conclusions of the situation analysis establish the resolution strategy and in some cases propose and negotiate compensation.
Write letters and emails to clients ensuring clarity conciseness and precision of information and adopting a professional tone.
Produce a monthly report on the types of dissatisfaction their frequency and the actions taken to resolve the issues.
Handle collaboration requests (affidavit subpoena summons etc. from external stakeholders (ministries union bailiff etc..
Advise customer service agents on certain situations related to account holder changes authentication etc.

Required qualifications to be successful in this role:

Hold a college diploma (DEC)
Minimum of 3 years of experience in customer service or a similar position
Knowledge of payroll management
Excellent communication and negotiation skills
Good writing skills
Strong analytical skills Ability to examine a situation from different angles anticipate problems and ask questions
Good priority management
Demonstrate a strong sense of rigor attention to detail and initiative
Bilingualism (French and English)
Excellent time management and organizational skills

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• Analytical Thinking
• Customer Service & Support
• Solution Analysis

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and wellbeing and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equalopportunity employer we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process please let us know. We will be happy to assist.

Come join our teamone of the largest IT and business consulting services firms in the world.