• Location: Toronto, Ontario
  • Type: Permanent
  • Job #14984
  • Salary: CA$65,000.00

Hybrid Role / Excellent Vacation & Benefits Package  / Work Abroad Policy / Company Events

 This person will be responsible for end-to-end handling of escalated customer complaints that remain unresolved after the initial call. The role works very closely with cross-functional internal departments to ensure that all complaints are being handled and resolved in a timely manner and captured on both the CMS and CRM systems for tracking and analysis.


  • Receive and manage customer complaints via various communication channels (phone, email)
  • Ensure the highest level of customer service and facilitate all actions including researching escalations (listen to calls, review notes on internal CRM systems) and following up to resolve complaints in a timely manner
  • Liaise with relevant departments or individuals to gather additional information and determine the cause of the complaint
  • Provide appropriate solutions or resolutions to the customer and ensure that they are informed of the outcome of the investigation
  • Document all information related to the complaint in a comprehensive and accurate manner
  • Monitor and analyze complaint trends and provide feedback as necessary to the customer experience leadership team


  • Post-secondary preferred

  • Excellent French / English communication skills 

  • 1-2 years of complaint handling  or conflict resolution experience 

  • Empathetic and patient person

  • Excellent analytical and problem-solving skills  

  • Team player who also works well independently and meets deadlines  

  • Competency in MS Office; capacity to learn new technologies/systems 

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