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Job description

Job Description

The Customer Service Manager is responsible for overseeing operations. He/she ensures that protocols and standards are improved. He/she works as a team to ensure excellence in customer service and the adoption of a positive culture, with an attitude of openness and transparency, in partnership with internal and external users.

Responsibilities

CUSTOMER SERVICE

• Maintain a pleasant and professional working environment with customers when requesting advice, prices, dates and status of deliveries.
• Provide first level technical support to agents (procedures, technical calls).
• Collaborate with management in the resolution of complaints, projects and complex files.
• Take calls during high season when there is overflow in the queues.
• Supervise the requests and calls inbox.

HUMAN RESOURCES MANAGEMENT

• Collaborate in the planning, hiring, integration and ongoing training of the team in partnership with Human Resources.
• Ensure the quality of the staff in place to manage all tasks without delay throughout the year and to maintain budget, work and performance objectives.
• Authorize employee manage absence requests and collaborate in disciplinary cases.

Qualifications

• A minimum of 3 years experience in customer service or call center
• A minimum of 3 years experience in team supervision
• Passionate about customer service
• Be very comfortable with information technology (Office suite)
• Possess good stress management and excellent time management skills
• Excellent communication skills
• Be recognized as a positive and participative leader
• Strong analytical skills
• Knowledge of the IT industry (asset)

Additional Information

Here are some of the benefits we offer

• Competitive compensation package;
• Annual uniform clothing budget (with corporate logo);
• Well-equipped group insurance programs adapted to your needs;
• Staff training and development program;
• Discounts on IT hardware
• Long-term career opportunities.

Job Type: Full-time

Salary: $3,200.00-$4,000.00 per month

Benefits:

• Company events
• Dental care
• Extended health care
• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Markham, ON L3R 9X7: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 2023-06-09
Expected start date: 2023-06-19