Support Service Delivery Manager

1 month ago

Richmond Hill ON, Canada Connex Telecommunications Inc. Full time

Senior Customer Service Manager with Contact Center Background
We are seeking a self-motivated, experienced and dedicated Customer Service Manager with CC Genesys technical background to join our team. This person should possess excellent customer service skills; these skills must be applied to both internal and external clients. VIP Customer Service Department:
Acts as the customer advocate for VIP Clients in working towards resolution of servicing issues and attaining additional insight / information.
Identifies areas of improvement in corporate processes to better service VIP Clients.
Coordinates and leads monthly Connex Service Meetings with VIP Clients to discuss Repair and MAC performance, ongoing projects, relationship improvement areas.
Improving the customer experience.
Develops and refines corporate retention strategy with overall objective of increasing overall retention of current client base.
Coordinate Know Your Client meetings with Account Executives to review relationship, and identify flight risks.
Directs Customer Service team activities in order to improve Connex – Client relationship.
Conducts primary customer research through annual customer satisfaction surveys.
Advanced level of MS Office and PC proficiency
French an asset
Exceptional Excel skills
Technical
3 years customer relationship management / customer service
Works on a daily basis with the Sales, Customer Service departments, and Customers.
Works on a weekly basis with Sales Support, Finance, Technology Solutions departments.

Training for all employees, regardless of their function in our organization is considered a priority. You are interested to enrich your work experience? CONNEX Telecommunications Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process.

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