Overview
Customer Support Associate Jobs in Canada at Tech Mahindra
Title: Customer Support Associate
Company: Tech Mahindra
Location: Canada
We are seeking a dedicated and knowledgeable customer service representative to join our team and provide exceptional customer service and support regarding employee benefits, pension plans, and payroll inquiries, and other benefit and time off related inquiries. The ideal candidate should possess excellent communication skills, a strong attention to detail, and a solid understanding of benefits administration and payroll processes. This role involves addressing customer queries, resolving concerns, and assisting employees with accurate information to ensure their overall satisfaction.
Responsibilities:
- Customer Support: Serve as the first point of contact for employees' inquiries related to benefits, pension plans, and payroll matters, health insurance, or supplemental insurance plans as needed through inbound calls.
- Issue Resolution: Identify and troubleshoot employees' concerns and issues, providing efficient solutions or escalating complex matters to appropriate internal departments.
- Documentation: Maintain detailed and organized records of all interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
- Education and Guidance: Offer guidance and explanations to employees on benefit enrollment processes, retirement planning, investment options, and any updates to payroll policies.
- Policy Knowledge: Stay updated on company policies, industry regulations, and compliance requirements to provide accurate information and ensure consistent service quality.
Qualifications:
- High school diploma or equivalent is required.
- Proven experience in a customer service or call center role, ideally with a focus on employee benefits, pension plans, or payroll inquiries.
- Strong interpersonal and communication skills, with the ability to explain complex concepts in a clear and understandable manner.
- Familiarity with benefits administration platforms, retirement plans, and payroll systems is highly desirable.
- Exceptional problem-solving skills and the ability to handle challenging situations with empathy and professionalism.
- Detail-oriented with excellent organizational and multitasking abilities.
- Availability to work flexible shifts, based on call center needs.
- Demonstrated commitment to delivering outstanding customer experiences.
- Be able to complete and pass a background check.
Pre-Requisites:
- Must have a reliable high-speed internet.
- Minimum 50 MBPS download & 20 MBPS upload.
