Inbound Customer Engagement Specialist

Inbound Customer Engagement Associate needed for a long term contract opportunity with SAP Canada located in Vancouver, BC.

• Hours 7-4 or 8-5 Monday-Friday
• Software / Technology Experience highly sought!
• $30 / hr.
• Must reside in the Province of British Columbia, role is currently remote

The Big Picture Top Skills Should You Possess :

• Strong business acumen
• Customer support experience
• Team player

What You’ll Be Doing :

• This team responds to inbound inquiries via chat, phone and email by ascertaining the nature of the inquiry (prospective customer, service or general inquiry);
• obtaining lead qualification information from prospective customers (for campaign response inbound), researching (SAP systems and online) and routing to appropriate lead qualification team;

answering questions or routing general / customer service inquiries to the appropriate team for follow-through. Establishes rapport, politely and professionally probes for information and continuously works towards an exceptional customer experience, resulting in high levels of satisfaction.

Responsibilities include :

• Answering inbound Chats, phone calls and emails. Quarterly inbound interactions to be handled are expected to vary between 4000-9000 interactions per month, depending on available volume
• Managing and organizing leads that come through SAP inbound channels
• Inputting leads into SAP CRM and other marketing automation tools in a timely manner
• Profiling inbound leads, routing to the appropriate lead qualification or sales team enabling timely follow-through
• Providing customer service by responding to inquiries received and / or routing to the appropriate team for resolution in a timely, courteous and professional manner
• Quickly identifying potential escalations and immediately routing them to their manager for quick action
• Undertake contact build activities
• Develop and maintain good understanding of target’s business and products

What You Need to Bring to the Table :

• A BBA, BComm, or BA graduate (minimum).
• Excellent customer support and communication skills.
• Strong business acumen.
• Interest in high-tech industry is a plus.
• Proficient in MS Office.
• Previous phone skills or customer service experience is an asset.
• Bilingual French writing and speaking is a plus

If This Sound Like You, Apply Now!

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Estimated Min Rate : $21.00

Estimated Max Rate : $30.00

Note : Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description.

All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit to contact us if you are an individual with a disability and require accommodation in the application process.

For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.