Officer Customer Relations

Website VIA Rail

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

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