Agent, Case Management - Quality Service-1

Join a Team That s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results !

What Youll Do:

• Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and provide support to update customer s account information
• Work with dealerships and client support teams as needed to achieve optimal customer satisfaction in relation to service, customer complaints, warranty issues and recalls
• Overcome consumer objections through effective de-escalation methods, and refer complaints immediately to the appropriate reporting Manager.
• Update customer files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
• Make accurate records as needed in both French and English, as applicable, for specific case types.
• Review customer files and take appropriate actions in a timely manner
• Think creatively both in terms of solutions to complex complaints and process improvement.
• Collaborate cross-functionally on root cause analysis and drive resolution of customer issues
• Ensure customer satisfaction and provide professional customer support
• Ensure to deliver Bill Gosling Outsourcing and client metrics and expectations on a regular basis.
• Champion company core values and other company programs
• Other duties as assigned

Education

North America - Minimum High School Diploma or equivalent is required

Philippines - Minimum of 2 years post-secondary or equivalent is required

Costa Rica - No Minimum requirement

United Kingdom - No Minimum requirement

Experience

• Previous experience in an Agent/Customer Service Representative is preferred but not required
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.
• Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty