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Bilingual Customer Service Supervisor
2 months ago
InVision is a Professional Recruitment Firm involved in Engineering, Industrial/Skilled Trades, Information Technology and Professional Services within Canada and the U.S. We have a successful track record working on both small and large recruitment projects, across North America.Our client is a leader manufacturing industry is looking for a Customer Service Supervisor in their growing team. Please note that this role is in person at Scarbough, ON.As The Customer Service Supervisor, you will play a key role in ensuring high-quality service delivery by supporting team members, managing escalation, and maintaining a positive work environment. If you have a passion for customer service and a talent for team supervision, we invite you to join our dynamic organizationResponsibilities:Supervise and support customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.Assist in the development and monitoring of Key Performance Indicators (KPIs) to evaluate team performance and drive improvements in service delivery.Provide guidance on handling complex customer inquiries and escalations, ensuring swift and effective resolutions.Conduct regular training sessions to enhance the team’s skills and product knowledge.Promote a positive and collaborative team environment, encouraging teamwork and continuous improvement.Maintain regular communication with customers, ensuring their needs are met with professionalism and efficiency.Handle escalated customer issues that require additional attention, working towards satisfactory outcomes for both the customer and the company.Monitoring interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.Provide response to customer queries in a timely manner.Oversee the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.Coordinate with internal departments such as sales, logistics, and finance to ensure smooth order processing and customer satisfaction.Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.Generate regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer support function.Collaborate with the Customer Support Manager to implement best practices and process improvements across the team.Qualifications:Bachelor’s degree in business management, communications, or related fields• Strong organizational skills to manage multiple tasks and prioritize effectively• Experience working with support and ticketing tools such as Zendesk, Salesforce and Microsoft Dynamics.• Excellent communication and interpersonal skills, with the ability to effectively interact with both customers and team members. Bi-lingual in English and French is a MUST• Minimum three years’ experience managing a group of support professionals, with a strong focus on team building and customer satisfaction.• Problem-solving abilities to address customer issues and support team members in finding solutions.• Familiarity and experience with the HVAC industry.• Proficiency in using ERP and MRP systems for order processing and customer management.• A collaborative and supportive leadership style, with a focus on fostering team development and a customer-centric culture.Employment Rewards:RRSP & RPP eligibility after 6 monthsBenefits from day 1Canadian company over 60 years in the marketApplication Process:· All Qualified candidates will be contacted.InVision is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:· InVision is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
