Case Management Specialist

at  Concentrix

LOCATION

Toronto, Canada
Job Title:
Case Management Specialist (On-Site)
Job Description

REIMAGINE YOUR CAREER

Are you looking for a career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture, and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Happiest Employees,” and “Best Companies for Career Growth” awards every year? Then a Case Management Specialist position at Concentrix + Webhelp is just the right place for you!
As a Case Management Specialist, you’ll join an organically diverse team from 70+ countries where ALL members contribute and support each other’s success and well-being, proudly united as our “game-changers.” Together, we help the world’s best-known brands improve their businesses through exceptional customer experiences (CX) and tech-powered innovation. And due to continued growth, we’re looking for more talented people to join our purpose, people as passionate about providing exceptional customer service experiences as we are.

YOUR QUALIFICATIONS

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Case Management Specialist role include:

• Minimum of 2-3 years of demonstrated experience in de-escalation, creative problem solving and Top Tier communication skills
• Proven leadership skills where taking ownership of exceptional customer experience and retention are the focus.
• Exceptional time management and analytical skills, and the ability to focus on critical issues.
• You have a proven ability to communicate in a clear and concise manner, while exercising a high level of patience, empathy, and positivity.
• You can prioritize efficiently, dealing with multiple issues simultaneously. This will require a strong attention to detail and the ability to grasp concepts quickly
• Proficiency in fast-paced multi-tasking

WHAT YOU WILL DO IN THIS ROLE

As a Case Management Specialist, you will:

• Be responsible for receiving and resolving sensitive customer escalations and excel as the single point-of-contact for resolution.
• Troubleshooting and resolving customer satisfaction issues, while prioritizing critical tasks and communication deliverables
• Be available to answer inbound calls from the customer care team, customers, and retailers to provide guidance on policy and process, and acting as a second-tier escalation team to resolve customer issues
• Focus on continuous improvement of customer experiences. Assess and provide feedback related to unique situations for further internal review
• Deliver expert customer experiences…with a smile.

Your skills, integrity, knowledge, and genuine compassion will deliver value and success with every customer interaction. Other qualifications for our Case Management Specialist role include:

• Minimum of 2-3 years of demonstrated experience in de-escalation, creative problem solving and Top Tier communication skills
• Proven leadership skills where taking ownership of exceptional customer experience and retention are the focus.
• Exceptional time management and analytical skills, and the ability to focus on critical issues.
• You have a proven ability to communicate in a clear and concise manner, while exercising a high level of patience, empathy, and positivity.
• You can prioritize efficiently, dealing with multiple issues simultaneously. This will require a strong attention to detail and the ability to grasp concepts quickly
• Proficiency in fast-paced multi-taskin

One of our company’s Culture Beliefs says, “We champion our people.” That’s why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we’ll invest in YOU to aid in your career path and in your personal development. In this role, you’ll also be provided with:

• Paid training for 2-3 weeks with superior post-training support from senior team members.
• Company networking and leadership opportunities with organized groups in the following topics: Professional Women, Black Professionals, LGBTQ+ Pride, Ability (Disabilities), and Health and Wellness
• Registered Retirement Savings Plan; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP)
• Mentorship programs that support your rewarding career journey
• A modern, state-of-the-art office setting with advanced technologies and a great team
• Programs and events that support diversity, equity, and inclusion, as well as global citizenship, sustainability, and community suppor