Customer Support Associate

Overview

We are looking for a devoted and knowledgeable customer support professional to join our team at Tech Mahindra in Canada. This position focuses on delivering excellent assistance concerning employee benefits, pension plans, payroll inquiries, and related time off questions. The ideal candidate will have strong communication skills, attention to detail, and a solid grasp of benefits administration and payroll systems to effectively support employee needs and enhance their satisfaction.

Responsibilities

• Act as the primary contact for employees' questions about benefits, pension plans, payroll issues, health insurance, and supplemental insurance through inbound calls.
• Diagnose and resolve employee concerns efficiently or escalate complex cases to the designated internal teams.
• Keep accurate and organized documentation of all communications and resolutions within the company's CRM.
• Provide employees with clear guidance on benefit enrollment, retirement planning, investment options, and payroll policy updates.
• Maintain up-to-date knowledge of company policies, industry regulations, and compliance to ensure accurate and consistent service delivery.

Qualifications

• High school diploma or equivalent required.
• Previous experience in customer service or call center roles, particularly related to benefits, pension plans, or payroll inquiries.
• Excellent interpersonal and communication skills, able to clarify complex concepts effectively.
• Familiarity with benefits management software, retirement plans, and payroll systems is advantageous.
• Strong problem-solving capabilities and a professional, empathetic approach to challenging situations.
• Detail-focused with proficient organizational and multitasking skills.
• Willingness to work flexible shift schedules as per call center demands.
• Proven dedication to delivering superior customer experiences.
• Ability to undergo and pass a background check.

Additional Requirements

• Reliable high-speed internet connection is necessary.
• Minimum internet speed of 50 Mbps download and 20 Mbps upload.