Overview It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey. The Company: OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition. Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation. The Position: We are currently seeking aSenior Specialist I VOCto handle escalated customer calls and digital queries to ensure we limit or avoid further escalation. Using critical investigation skills that result in sound decisions to address customer satisfaction while adhering to company guidelines and vision. What you’re responsible for: + Respond to and negotiate all Quebec Formal Notices, including those received electronically and by registered mail + Respond to and negotiate all lawyer legal claims received (Pre-Trial) + Interpret both internal and external technical reports + Work closely with our internal legal counsel to settle and negotiate legal claims + Respond to BBB, Consumer Protection claims, social media, letters, CEO emails and letter + Respond to all PL claims within 1 hour and ASC Early Warning System management + Inform the relevant Service Manager on complaints from customers resulting from service received from the ASC’ + Liaison for direction to Call Centre Agents when resolving difficult issues arising from customer calls. + Communicate complaints and resolutions to Call Centre and Service Department Management. + Investigate circumstances resulting from customer complaints and recommend actions for improvement going forward. + Providing our Privacy Officer with all customer interactions and service information or resolving case. + PL claim follow-up with customers and ASC’s from beginning to settlement. + Work with our legal team in providing them updates to all our PL claims as per Health Canada’s reporting guidelines. + Ensuring all Health Canada cases from external channels are reported and relevant information is provided to our legal team. + Ensuring all escalations to our executives or HQ are handled directly by OOP + Host weekly Calibration calls to help improve our ECR customer experience. + Creation and implementation of two or more monthly Case Studies. + Daily pending 5K,4K,3k ticket monitoring. + CEO SPRINKLR monitoring and replying to escalations directly by OOP + Online media sensing including BBB site and consumer protection agencies. + Managing and monitoring repeat claims + Conduct necessary customer follow-ups as needed to ensure customer satisfaction To join our team: + Diploma or Degree from an accredited College or University preferred + A minimum of 2 years related experience working in a Call Center environment preferred + A minimum of 2 years’ experience working in customer service/ service escalations is preferred + Fluently bilingual, French and English, both verbal and written + Previous experience in supporting a tangible electronics product is an asset + Proficiency in MS Excel, Power Point & Word as well as basic computing skills (i.e. typing) + Strong communication and problem-solving skills + The ability to plan, organize and prioritize multiple and simultaneous tasks and programs in a changing corporate environment + Have a positive customer service attitude What we offer: + A competitive base salary of $80K-$84 K plus bonus and other perks + Vacation plus additional flex days + Comprehensive benefits + Training and development opportunities to grow your career with one of Canada’s Best Managed Companies + A supportive workplace culture and work environment If this sounds like you and you’re excited to be a member of our team, please apply now. We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check. Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply. Job LocationsCA-ON-Mississauga Job Post Information* : Posted Date3 days ago(2/11/2025 3:12 PM) ID 2025-81562 # of Openings 1 Job Code OSL-CA01 Category Corporate : Entreprise Type Corporate Team: équipe des affaires