Customer Operations Coordinator
Department: Customer Operations
Reports to: Customer Operations Director
Location: Richmond, BC
Who we are
At TuGo, we’re committed to helping travellers and partners have better experiences. To sum it up: We help—however we can. That’s why we’re one of Canada’s leading travel insurance providers and a Canada’s Best Managed Company!
We’re a team of specialized experts, dedicated to first-class customer service and claims assistance. We’re looking for a Customer Operations Coordinator to join our team, in our Richmond, BC office.
TuGo is privately owned with headquarters in Richmond, BC. We have over 170 employees in offices across Canada.
What you'll do
- Collaborate with Customer Operations and Business Development to evaluate, document and implement efficient, customer focused operational functions for business development opportunities.
- Serve as the primary point of contact for the Customer Operations Team for partner support functions, including system or operational issues, create/report/track challenges through a workflow management process.
- Operationalize and manage special business development initiatives.
- Develop and implement technical solutions required to increase efficiencies for business support.
- Develop support material and conduct training for Business Development Team as needed on operational processes.
- Collaborate with cross-functional stakeholders to discuss, plan, document and validate operational processes for business initiatives.
- Test operational processes to ensure design aligns with business requirements, proactively identify, recommend, implement and document improvement opportunities.
- Continuously look for, analyze and develop recommendations to improve customer experience and process improvement.
- Promote and model TuGo culture, values, and brand promise.
- Continuously build professional and technical expertise.
- Achieve performance targets.
- Other duties as required.
What you'll bring
- Degree in business and/or computer sciences related discipline
- 5+ years of progressive office administrative, business development/sales experience
- Excellent relationship builder with customers and colleagues and a strong customer experience focus
- Strong team player and positive contributor
- Must be highly organized and self-directed
- Advanced MS Excel, high proficiency in MS Office products and possess ability to learn new applications quickly
- Advanced skill in POS systems, CRM systems as well as Helpdesk tools
- Well-developed analytical, problem-solving, and decision-making skills
- Proven ability to work positively and collaboratively with technical and non-technical staff
- Ability to work in a challenging, fast paced environment and handle issues in a calm processional manner
- Leadership skills a strong asset
- Negotiation skills a strong asset
- Excellent written and verbal English communication skills
- Able to consistently live our values of being purposeful, achievement-oriented, cohesive, evolutionary and treating others as you want to be treated
- A passion for continuous learning and professional achievement
- A passion for travel
Apply to TuGo
If you’re passionate about providing better customer experiences, and this position fits your career plan, send your resume and cover letter to: careers@tugo.com
How to Apply
To apply for any position, send your cover letter and resume to us:
Mailing Address
Human Resources - Careers
TuGo
11th Floor - 6081 No.3 Road
Richmond, BC, V6Y 2B2
