Customer Service Supervisor

2 weeks ago

Scarborough ON, Canada InVision Staffing Services Inc. Full time

InVision is a Professional Recruitment Firm involved in Engineering, Industrial/Skilled Trades, Information Technology and Professional Services within Canada and the U.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. 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 organization

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.
Conduct regular training sessions to enhance the team’s skills and product knowledge.
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.
Oversee the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
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.

Bachelor’s degree in business management, communications, or related fields
• Experience working with support and ticketing tools such as Zendesk, Salesforce and Microsoft Dynamics.
• 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.
• Canadian company over 60 years in the market

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