Bilingual Customer Analyst - Markham, Canada - Aviva

Aviva

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

The Customer Analyst (Level II) provides brokerages access support, "how to" advice, and in-depth technical support and trouble-shooting, assuring mínimal impact to productivity.

What you'll do

Deliver a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
Accountable to ensure ticket lifecycle does not exceed defined standard
Log requests, follow up on outstanding items, and provide instructions and status updates to users in a clear, professional manner (written and verbal)
Create/modify/remove system access as requested aligned to defined standard
Provides support on systems when called on by peers (junior)
Maintain knowledge of supporting systems, provide crosstraining (as needed)
Prioritize and manage multiple requests based on urgency/impact of request
Identify trends with brokers, taking the lead to work with BD team on training
Ability to effectively handle all Broker & customer requests end to end
Keep abreast of all Broker communication and changes in guidelines & technology
Ability to act as SME to represent the team on initiatives
Troubleshoot & identify root cause of technical issues where applicable
Triage complex issues effectively for further investigation

What you'll bring

Minimum 12 Years of customer contact center experience
Excellent communication in English and French
College or University Degree (Business Management/equivalent preferred)
Customer service oriented
Strong written and verbal communication skills
Excellent problem solving skills
Interpersonal & organizational skills
Selfdirected & adaptable
Typing at a medium to fast rate with accuracy
Good typing skills

What you'll get

Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
Our vacation package starts at 4 weeks + the opportunity to buy an extra week.
Exceptional Career Development opportunities.
We'll support your professional development education.
Hybrid working model.

Additional Information