Officer Customer Relations

Job Description:

Primary customer contact for the Customer Relations group, responsible for tracking and responding to customer inquiries, as well as escalated complaints.

Job Responsibilities:

• Follows up with customers who have contacted the CEO’s office concerning customer service issues.
• Identifies serious concerns and makes recommendations to improve issues affecting the service offer.
• Works closely with the Legal and Universal Accessibility teams to investigate and process accessibility-related complaints and special medical accommodation requests, ensuring CTA guidelines are respected.
• Responsible for investigating and responding to escalated complaints of a more complex nature that may have legal or legislative implications.
• Proposes and prepares responses to customer-related correspondence for the CEO or Executive members, ensuring internal follow-up on comments received or issues reported.
• Works with departments to ensure corrective measures are taken, where appropriate.
• Provides ongoing support and counsel to VCC agents to improve first level call resolution of complaints.

Job Requirements:

• Salesforce
• Good knowledge of:
• Knowledgeable about VIA Rail’s policies, operations, products & services
• In-depth knowledge of federal regulations (human rights, accessibility, personal information)
• Social Media savvy / Meltwater
• 6 to 8 years of experience in a client relation role.
• Strong oral and written communication skills in both French and English.
• Microsoft Office
• Vianet / Everest (Internal candidates)

Job Details:

Company: VIA Rail

Job Category: Government Jobs

Vacancy Type: Full Time

Job Location: Ottawa, Ontario, CA

Application Deadline: N/A

Apply Here

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