Customer Service

3 months ago

Hamilton, Canada Mr Foxy Online Solutions Full time

A **Customer Service Manager** is responsible for developing and maintaining positive relationships with customers, ensuring their satisfaction, and driving customer loyalty. They play a crucial role in managing customer interactions, addressing concerns, and implementing strategies to enhance the overall customer experience.

**Responsibilities**:

- Develop and execute a customer relations strategy to enhance customer satisfaction, retention, and loyalty.
- Serve as the primary point of contact for key customers, building strong relationships and acting as their advocate within the company.
- Proactively communicate with customers to understand their needs, gather feedback, and address any issues or concerns they may have.
- Collaborate with cross-functional teams such as Sales, Marketing, Product Development, and Support to ensure alignment in delivering exceptional customer service.
- Identify opportunities to improve customer experience and develop initiatives to enhance customer satisfaction and loyalty.
- Conduct regular customer satisfaction surveys, analyze results, and recommend and implement improvements based on the feedback received.
- Monitor customer interactions, including inquiries, complaints, and escalations, and ensure timely and effective resolution.
- Develop and implement customer retention programs and initiatives to minimize customer churn and increase customer lifetime value.
- Provide training and guidance to the customer service team, ensuring they have the necessary skills and knowledge to deliver excellent customer support.
- Keep up-to-date with industry trends, best practices, and emerging technologies related to customer relations and implement them as appropriate.

**Qualifications**:

- Strong understanding of customer relationship management principles and practices.
- Excellent interpersonal and communication skills, with the ability to build rapport and effectively engage with customers at all levels.
- Exceptional problem-solving and conflict resolution abilities to address customer concerns and find mutually beneficial solutions.
- Strategic thinking and the ability to develop and execute customer relations strategies.
- Analytical skills to gather and interpret customer data, identify trends, and make data-driven recommendations.
- Proficiency in using customer relationship management (CRM) software and other relevant tools to track customer interactions and measure performance.
- Leadership skills to guide and motivate a customer service team, fostering a customer-centric culture.
- Strong organizational skills and the ability to manage multiple priorities and deadlines.

**Job Types**: Full-time, Permanent, Fixed term contract

**Salary**: $45,900.00-$53,890.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus pay
- Overtime pay
- Tips

**Education**:

- Secondary School (preferred)

Work Location: In person

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