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    Bilingual Customer Success Associate - Toronto, Canada - Royal Bank of Canada>

    Royal Bank of Canada>
    Royal Bank of Canada> Toronto, Canada

    2 weeks ago

    Royal Bank of Canada background
    Description

    Job Summary

    Job Description

    WHAT IS THE OPPORTUNITY?


    Ownr, an RBCx Ventures company, is hiring a Customer Success Associate. Ownr is the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their businesses using the legal tools, perks, and other valuable resources provided by Ownr. You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way. By providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace.


    Guided by your passion for entrepreneurship, you will take the lead in gathering user feedback and ensuring that the voice of the customer is heard throughout the organization. You will collaborate with the product, design, marketing, and leadership teams to place the customer at the heart of Ownr's future.

    WHAT WILL YOU DO?

    • Provide a strong customer experience by identifying customer needs, providing relevant product information, and troubleshooting any issues, while maintaining a positive, customer-centric attitude
    • Escalate issues to relevant teams for investigation, and follow up both internally and with the customer to ensure the resolution
    • Promote the value of the Ownr product, ensure customers obtain maximum utility from their subscription, and seek opportunities for upsells
    • Build and maintain product expertise, as well as in-depth knowledge of internal and external business processes that affect the customer journey
    • Develop and share best practices within the CS Team to continually improve the quality, effectiveness, and efficiency of our processes and initiatives
    • Be the voice of the customer internally, and partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers

    WHAT DO YOU NEED TO SUCCEED?
    Must have:

    • English/French bilingualism
    • Customer service experience in a startup environment and/or fast-paced growing organization
    • Willingness to learn about legal concepts and other issues affecting business owners in Canada
    • Excellent written communication skills and the ability to respond quickly to customer concerns
    • Proactive attitude, and ability to identify and tackle new opportunities
    • Interest in technology and building innovative online solutions


    Nice-to-have:

    • Experience using Intercom, or similar customer-engagement software
    • Background as a business operator and/or firsthand exposure to entrepreneurship


    WHAT'S IN IT FOR YOU?

    • Be part of a collaborative, progressive, and high-performing team, where your work is valued and directly impacts the organization's success.
    • A strong organizational culture, where we thrive on the challenge to be our best, and we work together to help our clients thrive and communities prosper. We care about each other and believe that achieving success is a goal shared across the organization.
    • A comprehensive Total Rewards Program including bonuses and flexible benefits.
    • Leaders who support your professional development through coaching and managing opportunities.

    RBC is committed to supporting flexible work arrangements when and where available. Details are to be discussed with the Hiring Manager.

    #LI-POST

    #HYBRID

    Job Skills

    Customer Interactions, Customer Service, Customer Service Management, Group Problem Solving, Oral Communications, Problem Management, Teamwork, Written Communication

    Additional Job Details

    Address:

    WATERPARK PLACE, 20 BAY ST:TORONTO

    City:

    TORONTO

    Country:

    Canada

    Work hours/week:

    37.5

    Employment Type:

    Full time

    Platform:

    Personal and Commercial Banking

    Job Type:

    Regular

    Pay Type:

    Salaried

    Posted Date:

    Application Deadline:

    Inclusion and Equal Opportunity Employment

    At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
    ​​​​​​​
    We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

    Join our Talent Community

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    Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at

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