PwC Service Delivery Center (SDC):
 
The SDC in London, Ontario provides tax return preparation and other compliance services in support of our Canadian national practice. Using technology, standardized processes, and best practices, we deliver the highest quality services to our clients.  The SDC is a key driver of the growth of our practice and the establishment of this facility will create many important positions. Joining this growing part of our business will provide you with the opportunity to play an important role in how our practice delivers client service.
 
The Opportunity: Client Contact Specialist
 
Based in London, the Client Contact Specialist is focused on enhancing the client experience which involves direct contact with clients as well as supporting the engagement team's (PwC local office or SDC) with administrative or other related responsibilities. The successful candidate will be the primary contact for clients and their employees on foreign assignment, known as assignees. As the SDC services all Canadian time zones, we are looking for individuals who are open and available for work between the hours of 8:00am EST and 8:00pm EST. 
(Hours may vary, weekend work and Overtime will be necessary during peak seasons).
 
Opportunities Available:
Full-Time Contract (Varied Contract Lengths)
 
Main Responsibilities:
 
In the role as a Client Contact Specialist you will
 

• Be the face and voice of PwC - acting as the first point of contact for assignees as they prepare to leave Canada on foreign assignment or arrive in Canada to start a foreign assignment. This includes scheduling consultations with tax staff in PwC offices in Canada, the US and other foreign countries; tracking assignment details (arrival/departure dates) in PwC’s systems, requesting tax services from PwC offices in foreign countries, drafting applications to tax and social security authorities. 
• Work with assignees during Canadian and US tax compliance season fronting client queries via phone/email, helping assignees to complete the tax questionnaire and forward their tax information, handling technology issues and escalating inquiries as required to the appropriate client service team member for action.
• Triage incoming emails and phone calls from assignees; utilizing knowledge from training and provided templates to respond to inquiries, consistently providing superior service with every contact point. Where required escalating inquiries up to the PwC engagement team or the client directly.
• Work with the PwC engagement team to manage and report on the success of the engagement to the client running reports on the status of services offered to the client, sending reminders and monitoring the status of PwC foreign office services to ensure all services are falling within Service Level Agreements.
• Connect with other government agencies and/or foreign offices as required (ie: coordinate with foreign offices to obtain copies of foreign tax returns for foreign tax credit purposes, CRA, etc.)

 
Experience/Education:
 
College or University Degree preferred
 
2+ years of prior customer service experience – proven track record providing support to a large volume of clients
 
Requirements:
 

• Demonstrated commitment to providing excellent client service in your previous roles
• Excellent verbal and written communication skills, proven ability to provide consistent high quality service to client contacts via phone and email (the bulk of your day will be handling requests by phone/email)
• Ability to work in a multi­tasked, fast paced and changing environment
• Comfortable discussing basic tax concepts and understanding tax return deliverables
• You are comfortable and like working with numbers, you embrace opportunities to learn new concepts
• Detail is your middle name; you are well organized and have the ability to work effectively in a fast paced environment under tight deadlines
• You are a mature self-starter who thrives on challenge and possesses the intellectual curiosity and analytical capability to delve beyond the surface of a particular issue
• Strong computer aptitude with experience working with many sources of technology including MS Word and Excel and are a quick learner when introduced to a new tools, databases or internal processes

 
 
Why Work for PwC
 
Our employees make an impact with their dedication to client service, creativity, and high performance.  Whatever your passion is, be part of a dynamic, inclusive workplace environment, where you are valued for the unique contribution you bring.
 
We thank you for your interest; however, only candidates selected for interviews will be contacted for follow-up.