Onetp
Elevated Support Senior Specialist
TPCA Toronto · Senior · Full-time
Sponsorship not specifiedDetected 15 days ago
CRMNegotiationCustomer SupportCommunicationProblem SolvingOrganizational Skills
About the role
- Join Teleperformance - Where Excellence Meets Opportunity!
- Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.
- We emphasize the importance of our employees, fostering enduring relationships within our teams and communities.
Responsibilities
- Elevated Support Senior Specialist
- Empowered to exercise discretion to deliver effective case closure, including making financial decisions, when unique circumstances require thoughtful adaptation.
- Use conflict de-escalation techniques when needed and communicate with clarity and transparency to build trust and confidence in outcomes.
Requirements
- Progressive work environment- If you have skills to prove we have all ladders for you to grow
- You are comfortable working autonomously, can mediate between parties, and are passionate about raising the bar for customer service.
- 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.
- Maintain accuracy and security of customer information on Airbnb systems. Preferred
- Experience in supporting clients within hospitality or technology platforms.
- Analytical mindset with the ability to extract insights and propose solutions.
- Experience collaborating with stakeholders at all levels and cross-functional teams.
Nice to have
- Serve as a SME (subject matter expert) for complex case handling and policy.
- Act as a role model for operational excellence, reliability, and adaptability.
- A minimum of 24 months of call center experience or higher-level CS experience such Team Leader
- 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.
Skills
- Apply strong prioritization, multitasking, and attention to detail to meet goals and honour commitments.
- Benefits & Perks
- Robust career path with a full development plan and the opportunity to grow in the organization.
- Paid 5 weeks training and nesting, 4 weeks ticketing, 2 weeks annual leave.
- Continuous learning through progressive training that is specific to your tenure and skills.
- Competitive salary with incentive programs
- Positive and supportive environment
- Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.
- Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
- 100% on-site role
- Compensation
- 21 CAD per hour
Compensation
- 21 CAD per hour
- Competitive salary with incentive programs
Company info
- Autonomous
- We encourage and trust your decision-making skills
- Flexible
- We believe in results
- Innovative
- All ideas matter
- Inclusive
- Everyone is Included and everyone wins
- As a Senior Specialist, Elevated Support, you will be on the front lines of the client's Community Support team, handling the most sensitive, urgent, and/or high-stakes cases for our valued guests and hosts. You'll own cases from "A to Z," leveraging strong analytical, communication, and decision-making skills to deliver positive outcomes for our community and drive confidence in our users that their trip will get back on track.
- TP 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
Equal opportunity
- If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.
- Equal Opportunity Employer
- Job Application Accommodation:
This listing is sourced directly from Onetp's careers page and normalized into a canonical job model.