Call Centre Agent / Licensed Insurance Advisor

: Customer Service
: Customer Service Supervisor
: Richmond, BC

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 Call Centre Agent / Licensed Insurance Advisor 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.

  • Create and maintain positive traveller/partner relationships by responding to questions over the phone.
  • Respond to partner requests for product information, clarify policy wording, and confirm rate calculations.
  • Process partner requests for renewals, extensions and upgrades.
  • Sell and cross-sell TuGo’s products in accordance with established procedures and scripts.
  • Remain up-to-date on all insurance products, procedural changes, industry information, and the computer and phone systems.
  • Respond to phone inquiries regarding coverage and how to make a claim.
  • Achieve performance targets.
  • Collaborate and communicate effectively with team members and all other teams.
  • Look for ways to improve customer experience.
  • Promote and model TuGo culture, values, and brand promise.
  • Continuously build professional and technical expertise.

  • Degree or diploma in business or other discipline
  • 2+ years’ experience in a call centre or customer service environment
  • Verbal and written fluency in an additional language, preferably French or another language such as Mandarin, Cantonese, Japanese, or Korean, is an important asset
  • Successful completion of Level One Insurance Licence (within 1 month of start date)
  • A passion for getting the details correct
  • Ability to learn quickly and apply knowledge of policy wording to accurately sell policies and provide service to travellers
  • Ability to pass a criminal record check as required by insurance councils for licensing
  • Ability to work our 9:30-6:00 M-F shift (37.5hrs/wk)
  • Excellent written and verbal English communication skills
  • Strong team player and positive contributor
  • Proficient in MS Office Suite and able to learn applications quickly
  • A strong customer experience focus
  • A passion for continuous learning and professional achievement
  • A passion for travel

Contact Centre Hours (Pacific time): M-F 6-6; Sat 7-4. Sat = rotation. Schedules do not change unless required.

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Par la poste

Human Resources - Careers
11th Floor - 6081 No.3 Road
Richmond, BC, V6Y 2B2

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