What We'll Bring
- Manage all consumers interactions within required parameters, inclusive of calls, emails and other tasks will be determined from time to time by the Team manager.
- Where required, capture all consumers details and data relevant to the call/ service interaction accurately and efficiently.
- Resolve all consumers queries with willingness, appropriate tone, and language within acceptable time frames per company policies and procedures, where resolution is not immediately possible, ensures follow-up action is taken, and provide feedback to the consumer.
- Provide an exceptional customer experience to our consumers, by anticipating their needs and proactively championing and resolving their issues, and utilizing all the resource tools available.
- Ensures that all product, system, process, and policy knowledge is current to ensure that all oral and written communication, including emails, consistently demonstrates a knowledgeable and professional tone.
- Where applicable educates the consumer on TransUnion Canada Credit Bureau Products and Processes as well as applicable regulatory information.
- Ability to work according to all individual targets to achieve departmental Service Level agreements (i.e. Schedule Adherence, Quality Assurance, Average handling/turnaround time, Productivity Requirements) as well as Adherence to company and departmental policies, procedures, and Compliance.
- Matric (Grade 12 Matric/A Levels/ High school certificate) or equivalent is required.
- Preferable to have at least 2 years of working experience in Customer Service, (Inbound and Outbound).
- Excellent French spoken and written communication skills, with a good command of English.
- Excellent customer service skills, including strong listening skills, ability to deal with irate consumers regularly.
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A self-starter with strong initiative, the ability to demonstrate a readiness to make decisions, take the initiative, and originate action.
- Ability to work remotely, independently, and have a strong sense of duty.
- Excellent interpersonal skills and ability to work in a team.
- Highly computer literate
Administrator II, Consumer Operations Support
