Job Description
We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.Utilize advanced support technologies and processes engineered to achieve outstanding results.We cultivate lasting client relationships and make positive contributions to our local communities. Become Part of an Exceptional Team!Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments. Job DescriptionElevated Support Senior Specialist Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4, 100% on-site roleReports to: ManagerContract: Regular, Full-timeEducation : High School DiplomaTravel Requirements: NoFor existing vacancy: No Advertised as: Elevated Support Senior SpecialistTitle: Operations Customer Expert IIAbout UsTP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce. Our Work Culture At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.Autonomous - We encourage and trust your decision-making skillsProgressive work environment- If you have skills to prove we have all ladders for you to growFlexible - We believe in resultsInnovative - All ideas matterInclusive - Everyone is Included and everyone winsTake full, end-to-end ownership of complex, high-value, or high-urgency escalations from valued guests and hosts.Serve as the single point of contact for all parties, ensuring timely, personalized, and effective solutions.Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.Proactively anticipate user expectations and work creatively toward the best resolution, balancing the needs of guest and host, and the businessNegotiate and mediate between hosts and guests, often in ambiguous, high-pressure situations.
Responsibilities + Skills
Education
Proven expertise handling complex, high-stakes casework, with a track record of delivering exceptional customer experiences.Advanced conflict resolution, negotiation, and active listening skills.Excellent written and verbal communication skills; ability to explain complex ideas clearly and concisely.Strong organization, prioritization, and multitasking abilities in a fast-paced, evolving environment.High School Diploma or equivalent.Fluent English Language proficiency.Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
Experience
