Agent, Case Management

Join a Team That's Passionate About Making Lives Better

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We're looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results

The Agent – Case Management Interacts with customers / customer information on a daily basis, promptly responding to all inquiries in a courteous and efficient manner. They will assist customers with their cases, emails and complaints. They will be responsible in providing information to customers about product and service features. The Agent – Case Management helps customers when they are faced with problems, need further information and/or ensuring customer information is updated accurately. They will Interact with customers, dealerships and client internal support teams as needed to achieve customer satisfaction.

What You'll Do:

• Engage with customers on all inbound/outbound calls, emails, and other channels of communication applicable and provide support to update customer's account information
• Work with dealerships and client support teams as needed to achieve optimal customer satisfaction in relation to service, customer complaints, warranty issues and recalls
• Overcome consumer objections through effective de-escalation methods, and refer complaints immediately to the appropriate reporting Manager.
• Update customer files with appropriate information and ensure information being placed in customer files follow regulatory, client specific, and corporate guidelines
• Make accurate records as needed in both French and English, as applicable, for specific case types.
• Review customer files and take appropriate actions in a timely manner
• Think creatively both in terms of solutions to complex complaints and process improvement.
• Collaborate cross-functionally on root cause analysis and drive resolution of customer issues
• Ensure customer satisfaction and provide professional customer support
• Ensure to deliver Bill Gosling Outsourcing and client metrics and expectations on a regular basis.
• Champion company core values and other company programs
• Other duties as assigned

Education

North America - Minimum High School Diploma or equivalent is required

Philippines – Minimum of 2 years post-secondary or equivalent is required

Costa Rica – No Minimum requirement

United Kingdom – No Minimum requirement

Experience

• Previous experience in an Agent/Customer Service Representative is preferred but not required
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.
• Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty

Reports to: Floor Support/ Team Leader, Operations/ Team Leader Working, Operations/ Managing Coach, Operations

What We're Looking For:

INFORMATION SECURITY RESPONSIBILITIES

All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French.  Please note that Information security responsibilities are based on role.

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure you're equipped for success.

• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun From team engagement activities to social events, we foster a lively and inclusive work environment where you'll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.  

• Rewarding Work: Help businesses grow while making a real difference in people's lives

Get to Know Us Better Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work

Twitter & Instagram: bgocareers 

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LinkedIn: Bill Gosling Outsourcing

Website –

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives

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