Agent, Case Management - Quality Service-1
Agent, Case Management - Quality Service-1
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Job Description
Join a Team Thats Passionate About Making Lives Better!
At Bill Gosling Outsourcing we believe that success starts with an amazing team. We are a global leader in outsourcing solutions we focus on making lives better one connection at a time. We provide tailored solutions to businesses around the globe specializing in customer care sales and financial services. Were looking for enthusiastic driven individuals to join our dynamic work environment where fun meets results!
The Agent Case Management Interacts with customers / customer information on a daily basis promptly responding to all inquiries in a courteous and efficient manner. They will assist customers with their cases emails and complaints. They will be responsible in providing information to customers about product and service features. The Agent Case Management helps customers when they are faced with problems need further information and/or ensuring customer information is updated accurately. They will Interact with customers dealerships and client internal support teams as needed to achieve customer satisfaction.What Youll Do:
- Engage with customers on all inbound/outbound calls emails and other channels of communication applicable and provide support to update customers account information
- Work with dealerships and client support teams as needed to achieve optimal customer satisfaction in relation to service customer complaints warranty issues and recalls
- Overcome consumer objections through effective de-escalation methods and refer complaints immediately to the appropriate reporting Manager.
- Update customer files with appropriate information and ensure information being placed in customer files follow regulatory client specific and corporate guidelines
- Make accurate records as needed in both French and English as applicable for specific case types.
- Review customer files and take appropriate actions in a timely manner
- Think creatively both in terms of solutions to complex complaints and process improvement.
- Collaborate cross-functionally on root cause analysis and drive resolution of customer issues
- Ensure customer satisfaction and provide professional customer support
- Ensure to deliver Bill Gosling Outsourcing and client metrics and expectations on a regular basis.
- Champion company core values and other company programs
- Other duties as assigned
Education
North America - Minimum High School Diploma or equivalent is required
Philippines Minimum of 2 years post-secondary or equivalent is required
Costa Rica No Minimum requirement
United Kingdom No Minimum requirement
Experience
- Previous experience in an Agent/Customer Service Representative is preferred but not required
- Exceptional communication and writing skills with attention to detail grammar brand tone and voice.
- Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
Reports to: Floor Support/ Team Leader Operations/ Team Leader Working Operations/ Managing Coach Operations
What Were Looking For:
INFORMATION SECURITY RESPONSIBILITIES
All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) French. Please note that Information security responsibilities are based on role.
Why Join Us
Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
Comprehensive Training: We offer extensive paid training to ensure youre equipped for success.
Team-Oriented Culture: Work in a collaborative supportive environment with peers who are passionate about what they do.
Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events we foster a lively and inclusive work environment where youll build strong connections.
State-of-the-Art Offices: Work in our modern well-equipped offices designed to enhance collaboration and productivity.
Rewarding Work: Help businesses grow while making a real difference in peoples lives!
Get to Know Us Better! Follow us to get an insider view of our team in action our values in motion and a sneak peek into what makes us an awesome place to work!
Twitter & Instagram: bgocareers
Facebook: Bill Gosling Outsourcing
LinkedIn: Bill Gosling Outsourcing
At Bill Gosling Outsourcing we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race gender age ability status or any other characteristic you are valued here.If you require accommodations at any stage of the hiring process we are happy to work with you to ensure you have the support you need just let us know.
Bill Gosling Outsourcing Where your career thrives!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
