At a Glance
- Tasks: Manage complex customer cases and deliver exceptional support to guests and hosts.
- Company: Join Teleperformance, a global leader in customer experience management.
- Benefits: Competitive salary, paid training, medical benefits, and career growth opportunities.
- Other info: 100% on-site role in Midtown Toronto with a focus on inclusivity and employee satisfaction.
- Why this job: Be part of a supportive team that values your development and celebrates your achievements.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 49500 - 60500 $ per year.
Join Teleperformance – Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
Why Choose Teleperformance? We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.
Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.
Job Description: Elevated Support Senior Specialist
Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site role
Reports to: Manager
Contract: Regular, Full-time
Education: High School Diploma
Travel Requirements: No
About the Job: As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts. You'll own cases from "A to Z," leveraging strong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.
Core Responsibilities:
- Complex Case Management: Take full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.
- Stakeholder Engagement & Communication: Clearly explain complex concepts to a variety of audiences—translating policy and process into user-friendly language.
- Continuous Improvement: Serve as a SME (subject matter expert) for complex case handling and policy.
Qualifications:
- A minimum of 24 months of call center experience or higher-level CS experience such as Team Leader.
- Proven expertise handling complex, high-stakes casework, with a track record of delivering exceptional customer experiences.
- Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.
- Strong organization, prioritization, and multitasking abilities in a fast-paced, evolving environment.
- Fluent English Language proficiency.
Core Competencies:
- Effective Communication: Uphold client company's tone and voice by showing empathy, professionalism, and a solution-oriented approach in every interaction with hosts and guests.
- Urgency & Responsiveness: Act swiftly on escalations and/or multi-touched cases demonstrating the ability to prioritize critical cases and deliver timely resolutions under pressure.
- Passion for User Satisfaction: Displays a genuine passion for resolving issues and delivering user satisfaction.
Benefits & Perks:
- Established career path supported by self-assessments, virtual training, and guided curriculum.
- Paid 5 weeks training and nesting, 4 weeks ticketing, 2 weeks annual leave.
- Competitive salary with incentive programs.
Teleperformance welcomes and encourages applications from people with disabilities. Should you be invited to participate in the selection process, we are committed to accommodating you to best meet your needs.
Elevated Support Senior Specialist in Toronto employer: Teleperformance Spain
Teleperformance is an outstanding employer that prioritizes employee growth and well-being, offering a hybrid work model that promotes work-life balance. With a strong focus on fostering a collaborative and supportive work culture, employees are encouraged to develop their skills and advance their careers while making a meaningful impact in the B2B customer support sector. Join us in Toronto to be part of a dynamic team dedicated to excellence in service delivery.
