Serve as first point of contact for subscribers and prospects via phone, email, and written communication. Support subscriber activation, retention, cost recovery, data integrity reporting, SOP maintenance, administrative tasks, cross-department liaison, and special projects while producing reports and presentation materials.
The incumbent in this role responds to inquiries and concerns from subscribers and prospects, describes GS1 Canada’s offerings and their value and ensures the highest standards of efficient and professional service is delivered. Key metrics for this role may include: Customer feedback.
Key Responsibilities
- Supports all inbound and outbound activity as first point of contact for subscribers, prospects and other resources as required (i.e. phone, email, and written communication) to ensure subscriber activation is completed, and subscriber issues/inquiries are resolved in a timely manner;
- Conducts outbound calls for subscriber growth, cost recovery and development;
- Supports subscriber retention and cost recovery efforts through documentation, collection, and other customer service activities;
- Provides support for data integrity initiatives through reporting and validation of subscriber data;
- Maintains and updates reports as requested or required for analysis for subscriber activity;
- Assists in development of presentation materials;
- Provides administrative support for Industry Support Services team;
- Liaises with other internal departments (i.e. Finance, Implementation Services) as required;
- Ensures ongoing understanding of current and emerging technologies and services provided by GS1 Canada;
- Collaborates as an Industry Support Services resource on Special Projects (i.e. UAT testing);
- Reviews, updates and maintains Standard Operating Procedures (SOPs) and best practices;
- Ensures timely completion of deliverables through milestone setting;
- Develops recommendations on the most efficient approach to routine daily activities;
Skills, Knowledge & Expertise
- High School diploma with preference given to those with post secondary education in a related subject (i.e. business at college or university level);
- A minimum of 2-3 years customer service, office experience, preferably within a call centre;
- Proven high level of proficiency in MS Office is required (Word, Excel, Outlook, PowerPoint, etc);
- Proven ability to meet tight deadlines, multi task and take responsibility for timely and accurate completion of tasks assigned;
- Excellent organizational and communication skills, possessing a high level of problem solving, initiative and analytical abilities
- Bilingualism in English and French is considered an asset, as this role may involve communication with stakeholders and business partners across Canada.
About
GS1 Canada is committed to helping all employees, customers, stakeholders and subscribers in an effective and timely manner by preventing and removing barriers for persons with disabilities. Our policies and practices are intended to foster diversity, inclusiveness and accessibility, while also ensuring that the workplace is free from discrimination and harassment.
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