We help our customer's clients access services that would otherwise be too complex or overwhelming for them. We do this in a human and person-centred manner.

The critical element to delivering this service is our team of high-quality front-line staff. coordinators, who humanize the process, such as nurses, care coordinators, social workers, and brand ambassadors. Our innovative technology and standardized procedures support our front-line team.

Our customers include large organizations, EAP programs, credit cards, insurance companies, loyalty and rewards companies, governments, and public sector agencies.

We added services to support government agencies like Access OAP and Autism Ontario to ensure citizens can understand and access available programs and resources.

We enhance corporate EAP programs by providing nurses who can assist with medical questions and understanding how to maximize the benefits available to them.

We add value to loyalty, rewards, and credit card programs.

We reduce insurance company costs by ensuring clients use the available services efficiently.

We build bespoke contact centre services that improve the brand experience for our client's customers.

Our values revolve around our people to ensure we build a company that will deliver on our mission. Our core values are collaboration, integrity, ownership, creativity, community, and fun. 

Why work for us?

Serefin is all about delivering exceptional client service. Our divisions include Serefin Health, Serefin Experiences, and Serefin Travel, designed to help clients navigate complex services. We help families with autistic children find the right services as part of AccessOAP. We help employees determine the best services as part of their EAP program. We help travellers to find answers to non-emergency medical questions when away from home. We help brands improve their customer experience when customers call in 

To learn more, visit our website at www.serefin.com

Serefin

Sales

Sales Director driving revenue growth for Serefin Travel in loyalty travel sector.

• Develop and execute a comprehensive sales strategy to achieve revenue targets and business objectives within the travel loyalty market, with a focus of 30% on acquiring new clients (hunting) and 70% on growing and maintaining existing relationships M(farming).
• Build and nurture relationships with key stakeholders, including airlines, hotels, travel agencies, and other partners.
• Identify and capitalize on new business opportunities and partnerships that align with company goals and enhance our competitive positioning.
• Collaborate closely with cross-functional teams including marketing, product development, and operations to ensure alignment and maximize sales effectiveness.
• Stay current with industry trends, market dynamics, and competitor activities to identify opportunities for growth and innovation.
• Prepare and present regular sales reports and forecasts to senior management, highlighting achievements, challenges, and opportunities.

Sales Director

Customer Support

Lead a team in a remote multi-channel Contact Centre.

•Communicate latest updates on programs, policies, procedures, requirements, initiatives to team
•Listen to calls and review scorecards; schedule coaching session and provide training and coaching including role playing and Q&A component and attend to any questions or concerns such as clarifications of program details or call workflow
•Monitor individual agent and overall team’s performance including QA scores and internal call quality standards, schedule adherence and KPI requirements and address issues as appropriate
•Collaborate with Managers and Supervisors on procedural matters, training material, unexpected technical issues, questions or concerns which may impact customer experience and assist in the production of program documentation delivered to the agents for their sound understanding of protocols
•Handle specific requests from the agents with regards to work schedule, time off, etc.
•Monitor overall agent schedule to ensure proper coverage for each campaign and request appropriate adjustments as needed
•Track agent hours for Payroll
•On Call coverage as assigned
•When possible, participate in team building games and activities
•Facilitate the success and ongoing development of a customer service team sharing your expertise of client programs, policies and procedures in continuously striving for an exceptional customer experience and meeting customer service goals reflecting customer satisfaction and loyalty
•Professionally manage customer escalations, assist in troubleshooting and resolving issues
•Accurately collect and input data related to customer and team interactions, agent productivity and issue resolution to meet business reporting and analytical requirements
•Engage with Quality Assurance and RTA/Planning teams to understand and ensure your agents’ performance on quality scores and schedule adherence both on an individual and overall team basis
•Collaborate with Managers and Supervisors to identify gaps or inefficiencies in procedures, create new training material and capitalize on coaching and mentoring opportunities to meet team’s KPIs
•Foster a healthy and pleasant work environment offering encouragement, guidance and constructive feedback in a positive, respectful, objective and tactful manner
•Communicate updates to company or client programs, policies, procedures and initiatives
•Oversee special projects as assigned by Manager
•Assist in front and/or back-office customer service needs as required

Bilingual Customer Service Supervisor

Travel Sales Advisor for North America clients, providing expert travel advice.

• Handle travel inquiries efficiently and provide customer follow-up
• Be up to date with supplier information and trainings
• Secure travel bookings for transportation, accommodations, and excursions
• Upsell and cross-sell travel products

Travel Sales and Service Advisor

Remote Customer Service Representative for support and inquiries.

• First point of contact for customers’ inquiries
• Provide exceptional customer service through various channels
• Engage with managers/supervisors and colleagues throughout the day

Remote Jobs at Serefin

Serefin

Sales Director

Serefin

Bilingual Customer Service Supervisor

Serefin

Travel Sales and Service Advisor

Serefin

Bilingual Customer Service Representative

Serefin