Customer Service Team Lead

2 weeks ago


Mississauga, Canada DGN MARKETING SERVICES LTD Full time

**POSITION**: **Customer Service Team Lead**

**DEPARTMENT**: **Sales**

**REPORTS TO**: **President**

**SUMMARY OF WORK**

**PERFORMED**: - Manage the CSA group and assign staff according to daily work demands)

**QUALITY OBJECTIVE**:

- To work with the Account Managers to ensure that the Customer Service team is maintaining Quality Control with order management and communications between clients and DGN.

**SPECIFIC DUTIES**: - Handling customer complaints via use of SER, NCR forms;
championing of latter through DGN system.
- Continue the use of the DGN Kilters Customer Service Ticketing Form to keep track of all complaints from DGN Kilters customers who have wished to speak to a Manager (must be responded within 24-48 hours and resolve complaint with first-resolution rate)
- Manage CS dashboard on a monthly basis to see trends and level of service percentages
- Ensure proper coverage of accounts and setting a Team Schedule when necessary within the CS department
- monitoring all CS inboxes to ensure all items are actioned
- Training of CSAson accounts as to product knowledge, specific account system requirements.
- Accurate issuance of paperwork within DGN.
- Checking and approval of distribution total studies.
- Ability to prioritise to meet multiple client deadlines.
- Full compliance with policies & procedures, ISO standards.
- Other tasks as assigned by your supervisor.

**QUALIFICATIONS**:
(Skills/Education/Experience)

Excellent communication (verbal & written), organisational and interpersonal skills
- Bilingual English/French preferable.
- Previous Customer Service experience.

Proficient using Microsoft Applications, (Excel, Word, Outlook etc.)

**Job Types**: Full-time, Permanent

**Salary**: $19.00-$21.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

COVID-19 considerations:
**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 3 years (preferred)

**Language**:

- English and/or French (preferred)



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