Customer Service Specialist

About Us 

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. 

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. 

Our Work Culture 

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment. 

• Autonomous - We encourage and trust your decision-making skills 

• Progressive work environment- If you have skills to prove we have all ladders for you to grow 

• Flexible - We believe in results 

• Innovative - All ideas matter 

• Inclusive - Everyone is Included and everyone wins 

About the Job 

The Customer Service Specialist receives inbound customer service calls from DTF customers and dealers, ensuring calls are answered within defined service level parameters. This role is responsible for the timely and accurate processing of customer requests in accordance with service standards and Daimler Truck Financial Services Canada Corporation procedures. 

Responsibilities 

What You Drive :

• Answer in bound calls, approximately 40-50 calls and respond to emails from Daimler Truck Financial (DTF) customers and dealers in a prompt and professional manner. Quality will be measured through by regular call reviews, and third party customer surveys. Quote payoffs and provide payment information. Assist customers and dealers with all inquiries regarding their account portfolio (i.e. due date changes, auto pay changes etc.) 

• Complete paperwork and other action items as  from in-bound calls and/or emails. Investigate and respond to customer complaints. Use communication and analytical skills to provide mutually beneficial problem resolution. Timely and accurately process customer requests in accordance to service standards and compliance with Daimler Truck Financial Services Canada Corporation procedures 

• Work with the team to complete internal processes within expected turnaround times, assist with special projects/ tasks and support overflow call volume for Operations. Identify possible improvements or changes within the Customer Service Department in an effort to streamline processes and improve overall customer and dealer satisfaction. Effectively manage customer cases in a timely manner. 

Preferred Skills 

• Bachelor's degree in business administration, Finance, or Equivalent work experience in the finance industry. 

• Previous experience in Customer Service 

• Commercial Finance experience preferred. 

• Strong communication and interpersonal skills whether in a leadership or group member role 

• French language speaking/writing is an asset. 

Benefits & Perks 

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business. 

• Robust career path with a full development plan and the opportunity to grow in the organization. 

• Paid training and 2 weeks of annual leave. 

• Continuous learning through progressive training that is specific to your tenure and skills. 

• Competitive salary with incentive programs 

• Positive and supportive environment 

• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs. 

Salary 

• $21/hr + $2 bilingual premium 

Location 

• Hybrid, 75 Eglinton Ave E. Toronto, ON M4P 3A4 (3 days on-site and 2 days remote) 

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.