Job Summary
The Customer Engagement Specialist plays a crucial role in building positive relationships with clients and ensuring their satisfaction. They are responsible for answering client's questions, and resolving any issues they may encounter.
In addition to minimizing the impact of incidents that disrupt normal business operations.
Duties and Responsibilities
- Client Interaction: communicate effectively with clients via different communication channels (web portal, mails, calls, meetings, etc..)
- Communication: Be the main contact across teams, ensuring that all communication adheres to the agreed process.
- Incident Management: Lead the incident management process to resolution within SLA and ensuring client's satisfaction.
- Change management
- SLA management
- Reporting: create reports regularly to deliver business outcomes and ensure data accuracy.
- Data Management: Perform data entry and upload documentation for all customer interactions.
Qualifications
- Education: A relevant degree such as Bachelor's Degree in, Business, Communications, Computer Science, Business/Administration, or Management.
- Language skills: fluent in English and French
- Certifications: Relevant certifications such as ITIL is advantageous.
- Experience: 1-3 years Prior experience in customer service
