Customer Service Specialist - Fixed Term

Vialto Partners is a market leader in global mobility services, focused on connecting the world through effective management of global mobility programs. The Customer Service Specialist will act as the first point of contact for clients, handling inquiries and coordinating with various teams to ensure service level agreements are met.

Responsibilities

• Act as the first point of contact for Canadian and US tax clients, fronting client queries via email and phone
• Act as a key liaison between the VVN and the local office to coordinate deadlines and the status of files
• Schedule consultations with tax staff across Vialto Partner offices
• Triage incoming emails and phone calls from clients; utilize knowledge from training and provided templates to respond to inquiries
• Escalate inquiries up to the Vialto Partners local office team as required
• Run reports on the status of services offered to the client, ensure service level agreements are met, monitor and send reminders as required
• Connect with government agencies and/or foreign offices (i.e. coordinate with foreign offices to obtain copies of foreign tax returns for foreign tax credit purposes, CRA, etc.)
• Supporting other VVN Canada team members with administrative functions such as filing, document assembly, scanning, and photocopying of additional documents, mailing and couriering documents to clients and tax authorities

Skills

• Experience in customer service
• A strong grasp of technology, including MS office and Google Suite of products
• Effective written and verbal communication skills, ability to communicate and manage expectations with clients
• Demonstrated self-motivation and a desire to take responsibility for personal growth and development
• Ability to work effectively under pressure without compromising professional standards or quality of work
• A demonstrated commitment to valuing differences and working alongside diverse people and Perspectives
• Flexible in terms of work schedule as services all Canadian time zones and overtime is required

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