- Experience
- Any
- Salary
- CAD 40,000 – CAD 60,000 / year
- Openings
- 1
- Posted
- 2 hours ago
- Work mode
- Work from home
- Resume
- Required to apply
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Job description
About the Role
GoHiya is seeking a dedicated Customer Support Specialist to join its fully remote Canada-based team. This role involves managing customer relationships using CRM systems, handling case management, and maintaining clear and accurate communication with customers. The focus is on tracking exceptions, monitoring status updates, and ensuring transparent decision making through every stage from initial intake to handoff.
Key Responsibilities
- Handle assigned customer support duties using CRM, service recovery, and follow-up processes to keep exception tracking fully documented and traceable.
- Assess incoming cases thoroughly to identify any incomplete or inconsistent information before progressing to the next step in the Canada workflow.
- Manage open customer actions and communications within the Renata Travel DMC Workflow, ensuring that status, ownership, and deadlines are clearly documented and visible.
- Record decisions and handoffs carefully to allow seamless continuation of tasks by other authorized team members without needing to reconstruct prior work history.
- Utilize queue management, problem-solving strategies, and CRM tools to uphold quality and escalate issues when decision traceability cannot be confirmed.
Success Criteria
Success in this position is measured by thorough exception tracking and maintaining clear, verifiable documentation throughout the Canada workflow, ensuring unresolved issues have clear ownership and completed tasks have traceable evidence.
Candidate Profile
- Practical experience with CRM systems, case management, and follow-up tasks in a remote work environment based in Canada.
- Strong written communication skills to document ownership, status updates, and next steps using service recovery and queue management techniques.
- Ability to apply problem-solving and customer service skills while keeping accurate records aligned with GoHiya's standards.
- Good judgment in customer communication and when to escalate issues within the Renata Travel DMC Workflow and CRM context.
Position Details
This is a full-time, associate-level role, fully remote within Canada. The salary range offered is between $40,000 and $60,000 annually.