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Customer Care Manager

3 months ago

Toronto, Ontario, Canada WorldStrides Full time

Responsibilities:

  • Lead a team of customer care specialiststo ensure daytoday responsibilities are carried out
  • Ensure key customer deadlines are met by monitoring, reporting and tracking key customer metrics such as payment dates, registration deadlines and rooming list collection.
  • Coaches and leads the sales coordinator team in their daily relationship with the customers
  • Monthly reporting on KPIs on team activity and output such as calls answered, customer satisfaction, passenger registration and deposit collection.
  • Monitor performance and needs of team members,set quarterly objectives and conduct performance reviews
  • Daily recurring responsibilities include:
  • Activate/Book quotes and ensure tour contracts are accurate
  • Assembleregistration packages and configure customer portal to help facilitatecustomer sign ups
  • Answer customer calls and assist with registration, payment and cancellation issues.
  • Manage passenger numbers to ensure accuracy using the Web Portal and CRM
  • Assist clients by answering any questions and concerns in a professional and friendly matter
  • Help with payment collection and requesting invoice from accounts receivable ensuring timely collection of all monies from clients
  • Support operationsby collecting outstanding client details necessary for completion of the file
  • Collect rooming list assignments and manage specials request from clients

Additional
***
Responsibilitie

s

  • Build a very strong technical knowledge of the CRM and other systems the team works with
  • Take the lead on executing adhoc customer facing communications

Minimum
***
Qualifications

  • University degree or diploma
  • Detailed and Process Focused
  • Proficient with Microsoft Excel and CRM tools
  • Detail and process focused
  • Possesses a strong and organized work ethic
  • Advanced time management skills
  • Excellent communication skills both written and verbal

Requirements:

Responsibilities:

  • Lead a team of customer care specialiststo ensure daytoday responsibilities are carried out
  • Ensure key customer deadlines are met by monitoring, reporting and tracking key customer metrics such as payment dates, registration deadlines and rooming list collection.
  • Coaches and leads the sales coordinator team in their daily relationship with the customers
  • Monthly reporting on KPIs on team activity and output such as calls answered, customer satisfaction, passenger registration and deposit collection.
  • Monitor performance and needs of team members,set quarterly objectives and conduct performance reviews
  • Daily recurring responsibilities include:
  • Activate/Book quotes and ensure tour contracts are accurate
  • Assembleregistration packages and configure customer portal to help facilitatecustomer sign ups
  • Answer customer calls and assist with registration, payment and cancellation issues.
  • Manage passenger numbers to ensure accuracy using the Web Portal and CRM
  • Assist clients by answering any questions and concerns in a professional and friendly matter
  • Help with payment collection and requesting invoice from accounts receivable ensuring timely collection of all monies from clients
  • Support operationsby collecting outstanding client details necessary for completion of the file
  • Collect rooming list assignments and manage specials request from clients

Additional
***
Responsibilitie

s

  • Build a very strong technical knowledge of the CRM and other systems the team works with
  • Take the lead on executing adhoc customer facing communications

Minimum
***
Qualifications

  • University degree or diploma
  • Detailed and Process Focused
  • Proficient with Microsoft Excel and CRM tools
  • Detail and process focused
  • Possesses a strong and organized work ethic
  • Advanced time management skills
  • Excellent communication skills both written and verbal