Customer Service & Operations Analyst supporting contact centres. Identifying performance gaps and enhancing customer service processes while developing analytical skills.
About the role
- Customer Service Advisor resolving complex inquiries related to insurance policies at Zurich Canada. Collaborating in a hybrid environment while ensuring exceptional service for clients.
Responsibilities
- Resolve escalated customer queries and complaints to high standards and within set timeframes, while ensuring an exceptional customer experience
- Lead and participate in job rotation assignments, technical specialist roles, and projects aimed at improving our operational efficiency
- Communicate effectively with customers and colleagues by phone, email, and digital channels
- Investigate and resolve customer requests, applying sound judgment and authority limits to deliver solutions
- Research, compile, and analyze data to support business decision-making and reporting
- Collaborate with the Customer Service Manager and provide support to improve the performance of the customer experience
- Support change initiatives and implement new processes within the service center
- Stay current by participating in internal and external learning opportunities related to insurance products and industry practices
Requirements
- High school diploma, or 3+ years of experience in the insurance sector in a client-facing role
- Zurich Insurance Apprenticeship Certificate and an associate diploma with 1+ years of experience in the insurance sector
- Experience collaborating and communicating with third-party organizations
- Proven experience managing a demanding caseload in a dynamic, highly skilled environment
- Ability to interpret and apply policy wordings to individual cases
- Excellent verbal and written communication skills in two or more languages
- Strong attention to detail with the ability to manage multiple priorities
Benefits
- Comprehensive health and benefits plan
- Minimum of four weeks' vacation per year
- Four discretionary personal days per year
- Access to an extensive range of training and development opportunities
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