Responsable des réclamations

Responsibilities:

• Manage claims cases and related tasks o Ensure that files are processed quickly and properly.
• Carry out the necessary investigations o Authorize or propose claims
• Notify about irregularities and propose solutions. o Review the processes to ensure that they still meet the expectations of our customers
• Communicate with customers (especially consumers) o Respond either by phone, email or chat to customer requests
• Collect relevant information relating to the customer's complaint and claim o Establish service follow-ups with our client and other departments of the company
• Collect customer feedback and escalate outliers as needed
• Participate in the improvement of the company's service by listing the problems that have arisen during problem cases.

15-month temporary position

Qualifications

• You have at least 6 months of experience in a customer service position
• You have knowledge of the dynamics of the customer experience and complaints
• You are efficient, autonomous, responsible and keep your cool in difficult cases
• You have excellent listening skills and pay attention to detail
• Customer expectations are your priority
• You have an excellent capacity for courtesy and empathy
• You are diligent
• You are comfortable working with Office 365 software (Outlook, Excel, Word, Skype) and the web.
• You are bilingual, spoken/written (French/English)

Intelcom is a leading last-mile carrier in the e-commerce sector. Our teams across Canada as well as our network of independent contractors contribute to Intelcom’s daily operations.

Our goal is simple: in a constantly evolving business sector, we don't just follow, we get ahead. In addition to standing out through innovative services and delivery methods, Intelcom is also undergoing a technological transformation where the integration of customer experience and logistics technologies are at the heart of its evolution.

At Intelcom, we know experience comes in many forms and are committed to building a culture where difference is valued. We are always looking for talented and diverse individuals to join our teams. With over 60 delivery centers across Canada, we may have the right opportunity for you.

Apply Now.