Customer Care Agent at Mogo Finance

Key Responsibilities:

• Customer Interaction:
• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Application Leads Generation: All inquiries received by the agent and the application details shared by the agent must be
• Problem Resolution:
• Identify and assess customers' needs to achieve satisfaction.
• Troubleshoot and resolve customer issues accurately and efficiently.
• Take the extra mile to engage customers: Go beyond the basic requirements to make sure the customer has a positive experience, which could include personalized follow-ups, special offers, or simply making the interaction more pleasant.
• Identify and assess customers’ needs to achieve satisfaction: Listen to the customer’s concerns, ask probing questions, and determine the best solution to meet their needs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication: Engage with customers in a way that builds long-term relationships, ensuring they feel valued and understood.
• Escalate unresolved issues to the appropriate departments or management.
• Product Knowledge:
• Develop a deep understanding of the company’s products and services.
• Stay updated with product changes and enhancements to provide accurate information.
• Documentation and Reporting:
• Document all customer interactions, inquiries, and complaints in the CRM system.
• Prepare and maintain detailed records of customer interactions and transactions.
• Provide accurate, valid, and complete information by using the right methods/tools: Ensure that all information given to customers is correct and comprehensive, using the company's resources effectively.
• Provide feedback on the efficiency of the customer service process.
• Team Collaboration:
• Collaborate with other team members to ensure consistent and high-quality customer service.
• Participate in team meetings, training sessions, and ongoing professional development.
• Meet Set Targets
• Set to meet the targets and KPIs given either personal or team based.

What you will need:

Education:

• High school diploma or equivalent; a college degree is preferred.

Experience:

• Previous customer service experience is preferred.