Premium Support Specialist - Jobs in Montreal, Quebec

We are seeking an Operations professional to deliver exceptional customer service, manage complex cases, and ensure a high-quality experience for all stakeholders.
The ideal candidate will demonstrate ownership mentality, adaptability, and strong communication skills in a fast-paced environment.

Responsibilities:

Provide the highest level of service to the community in each case.
Interact with customers and community members through live chat, social platforms, messaging, phone, and other channels.
Take end-to-end ownership of assigned cases, ensuring complete resolution in accordance with workflows and guidelines.
Escalate cases accurately when appropriate.
Demonstrate good judgment, adapting workflows with management approval when needed.
Respond constructively to feedback and implement improvements quickly.
Evaluate situations from multiple perspectives and present options for resolution.
Collaborate cross-functionally with senior stakeholders when required.
Provide personalized customer support tailored to guests #39; and hosts #39; needs.
Handle a high volume of cases without compromising quality.
Anticipate and identify opportunities to improve user experience and propose tailored solutions.
Resolve issues promptly and to mutual satisfaction, considering context and circumstances.
Personalize communication to meet high hospitality standards.

Skills:

Excellent verbal and written communication skills.
Active listening to understand and address customer needs.
Empathy and patience in high-pressure situations.
Strong organizational skills with the ability to multitask and prioritize.
Passion for delivering exceptional customer service.
Ability to work effectively in a fast-paced, complex environment.
Adaptability to new tasks and responsibilities.
Proficiency with Apple/Mac OS, Google Suite, CRM systems, and ability to learn new tools quickly.

Qualification And Education:

Minimum of 3 years #39; experience in multicultural customer service teams, preferably in hospitality.
Experience engaging with executive-level stakeholders to resolve conflicts.
Prior experience using phone, messaging, or live chat to interact with customers.
Ability to work weekends, public holidays, and flexible shifts.

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