Elevate customer support with Green Shield as a Bilingual Customer Experience Management Specialist. You will address complex member concerns with empathy, ensuring quality service and timely resolutions.
In this key role, reporting to the Supervisor of Customer Service Operations, you will manage escalated customer interactions and proactively communicate with members to improve their experience. Your focus on conflict resolution and robust analytical skills will drive success as you work collaboratively with internal teams to find solutions.
You'll contribute to enhancing overall member satisfaction through high-quality data capture and accurate case documentation.
Key Responsibilities:
Manage complex member concerns effectively
Provide emotional support and timely resolutions
Collaborate with internal teams for problem-solving
Maintain accurate documentation of member interactions
Identify trends to support organizational improvements
Requirements:
Bilingual in English and French
Experience in contact centre or member service
Solid conflict resolution and de-escalation skills
Excellent communication abilities, written and verbal
Proven organizational and case management skills
Bring your bilingual expertise, analytical thinking, and commitment to exceptional service to Green Shield.
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