Ugo Customer Care Agent - Toronto, Canada - TD Bank

TD Bank
TD Bank
Verified Company
Toronto, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

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Description

TD Description
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Department Overview- As a UGO Customer Care Specialist, you are primarily responsible for providing exceptional customer service and technical support to both consumers and business customers. Typical in-bound contacts include basic trouble shooting on the customer's physical device, assistance with account creation and ordering, and campaign support. In addition, you will contribute to the greater UGO team by providing occasional business administrative support, an opportunity to broaden your business acumen. You must adhere to both professional practices and standards, and the UGO processes and controls to achieve operational excellence. A requirement of the role is to meet established Customer Service, Productivity/Operations and Compliance targets.


Job Requirements

  • Exceptional customer service skills including:
  • Professional, positive and friendly tone
  • Solid questioning skills to gain understanding
  • Superior listening ability
  • Follows through on commitments
  • Must be able to effectively communicate (written and verbal) in English and French
Takes ownership of resolving a customer problem - end to end:

  • Sound customer problem resolution skills
  • Demonstrates empathy
  • Seeks information to gain understanding
  • Listens to the customer
  • Recommends a mutually agreeable solution or resolution to the problem
  • Checks for satisfaction

Technical troubleshooting ability:

  • Asks questions to gain understanding
  • Takes time to listen to the customer; does not assume
  • Seeks out solution to the problem using available resources
  • Escalates the problem quickly when necessary
Able to multi task; holding a customer conversation while performing a transaction or sourcing information.

  • Above average computer and navigational skills required; working hardware/software knowledge an asset.
  • Strong communication skills, both written and verbal.
  • Quick learner; must be comfortable working in a fast paced, highly ambiguous environment while adapting to new and changing products and services as UGO evolves.

Additional Information

  • Hybrid working environment

Inclusiveness


At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.


Job Family

  • Contact Centre

Job Category - Primary

  • Call Center

Job Category(s)

  • Call Center

Hours

  • 37.5

Business Line

  • TD Commercial Banking

Time Type

  • Full Time

Employment Type

  • Regular

Country

  • Canada

Province/State (Primary)

  • Ontario

City (Primary)

  • Toronto

Work Location

  • 33 Bloor Street East

Job Expires

  • 25Feb2023
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