Customer Support Representative/Tech Support

If you have experience in customer care or service, handling customer inquiries and resolving concerns, and you are looking for a new challenge, we would love to hear from you.

Zurich Canada is currently looking for a Customer Care Advisor for a 12-month contract to resolve complex policy service and claims handling requests and deliver outstanding support for our internal and external customers.

Reporting to the Head of Customer Office, you will act as a subject matter expert in handling complaints and customer inquiries , and play a critical role in ensuring our company’s strategies and customer promise are upheld with every interaction. You’ll also participate in and lead projects, support process improvement initiatives, and represent Zurich’s values in everything you do.

This posting is for an existing vacancy.

Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

Resolving customer escalated queries and complaints to a high standard within set timelines, whilst ensuring a first-class customer experience
Lead and participate in work rotation assignments, technical specialist roles, and projects that enhance our operational effectiveness
Communicate effectively with customers and colleagues via phone, email, and digital channels
Investigate and resolve customer queries, applying sound judgment and authority limits to deliver solutions
Research, compile, and analyze data to support business decision-making and reporting
Work with Customer Care Lead and provide support to improve customer experience performance levels.
Support change initiatives and implement new processes in the service centre
Stay current by participating in internal and external learning opportunities related to insurance products and industry practices
Maintain compliance with risk, regulatory, and quality standards
Other duties and business travel as required, including potential for extended hours during peak periods

High school diploma or 3 or more years of experience in the insurance industry in customer-facing role, specifically handling customer inquiries and complaints or Zurich Certified Insurance Apprentice and an Associate degree with 1 or more years of experience in insurance industry

Ability to interpret and apply policy wording to individual circumstances
Strong verbal and written communication skills in two or more languages
Experience with corporate services such as Business Travel Accident insurance or concierge services
Collaborative, proactive approach with a focus on providing a positive customer experience
At Zurich Canada, we are committed to pay equity. We determine compensation based on objective criteria such as skills, experience, and internal equity. This range reflects the expected pay for the role across Canada and may vary depending on factors like office location, specific responsibilities, and individual qualifications. As required by local law, Zurich provides in good faith a reasonable compensation range, but starting salaries may exceed this range based on a candidate’s skills and experience.
Fluency in both spoken and written English is required to facilitate communication with internal and external stakeholders outside Quebec.
We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. We have a collaborative culture where diversity of thought is valued. We care about our employees’ well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion.
We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.
We are proud to be one of Greater Toronto’s Top Employers and to have received Insurance Business Canada’s 5-Star Diversity, Equity and Inclusion Award.

Be supported. Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 650 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals’ first choice as their premier partner to help meet the risk challenges of today and tomorrow. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. Only applicable for Canada: For Zurich Canada's commitment to diversity and accessibility please click here . If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd's recruitment management system, please email your request to have your job profile deleted from the system by clicking here . Zurich Insurance Company Ltd 100 King St.,