Libby Swift Email & Phone Number

Port Moody, British Columbia, Canada

Vancouver, Canada Area

Vancouver, Canada Area

• The Account Coordinator is responsible for the everyday-management and administrative work required to support RewardStream clients and their referral marketing programs. The Account Coordinator also receives, assigns and manages tickets received from clients.• Scheduling and attending regular meetings with a named list of clients.• Monitoring program health and reporting any issues or underperforming programs to the relevant RewardStream teams.• Receiving and processing support requests, tracked as tickets, from clients regarding their referral program.• Assigning tickets to the Technical Support team or other teams when further investigation is required, and operating as a case manager for tickets that are in process.• When required, the Account Coordinator will be assigned as an Escalation Manager for clients requiring a higher level of care.• Delivering Product Release communications and other ad hoc communications to clients.• Scheduling program Health Checks and program steering sessions.• Participating in internal activities as directed, such as attending team meetings, contributing to template documents, providing input into an internal knowledge base on support experience.• Investigating and responding to Customer Care inquiries from a referral program’s end users.

Vancouver, Canada Area

• The Customer Support Representative (CSR) is responsible for handling inquiries and problems raised by the RewardStream clients’ end-customers. The questions and issues raised are related to these consumers’ membership of a referral program, and include areas such as their attempts to make a referral, redeem a reward or understand the rules of the program. The CSR’s role is to acknowledge and respond to the request, following the support procedures in place in the team.• Retrieving support requests from the current inbound channels (such as emails).• Acknowledging and taking steps to resolve the tickets, with appropriate professional response and communication with the client’s customer, focusing on attaining service level agreement (SLA) targets.• Updating and closing the tickets in the support system, maintaining a record of each transaction for the company.• Escalating technical tickets to the Technical Support team, providing supporting information in the ticket and/or from the customer as required.• Participating in internal activities as directed, such as attending team meetings, contributing to template documents, providing input into an internal knowledge base on support experience.

Canberra, Australia

Bachelor'S Degree, Psychology

Nutritional Consulting, Nutrition Sciences, High Distinction

Health And Wellness, General, 96.7%

Bachelor Of Arts (B.A.), Psychology

Activities and Societies: Archaeological Society, Psychological Society,Study year abroad