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Customer Service Team Leader
4 months ago
**YOUR WORK ENVIRONMENT**
Open since 2004 and among the first Nordic spas in Quebec, Spa Nordic Station has developed on an enchanting site, among the trees and on the banks of the Castle Brook River in Magog. The place has been designed with a concern for intimacy and contemplation, in an antique decor with a completely warm and unique character.
Join our attentive and warm team who are committed to offering a unique experience to their customers We offer many benefits and generous treatment and thermotherapy privileges to our employees
**YOUR ROLE**
As an Customer Service Team Leader, you will be responsible for the customer experience and will become the resource person on duty in the absence of other Supervisors (Site, Care, SAC). You will ensure customer satisfaction in order to offer customers a memorable experience and will support and motivate the team of advisors on your shift in the following functions:
**Reception and departure of customers**:
- Provide highly professional, courteous, respectful, fast and efficient customer service;
- Welcome customers warmly, guide them in their choices and answer their questions, complete invoicing and payment, deliver items for their stay at the spa, advise on products for sale in our boutique.
**Call management**:
- Answer calls, inform customers about packages, promotions and treatments, take reservations in our system, maximize appointment times, optimize sales of treatments and gift certificates, confirm therapist appointments, carry out telephone tapping when required.
**Team and site management**:
- Ensure the presence of employees on their shift and ensure that the number is appropriate for the traffic, assign breaks and enforce them, ensure the proper functioning of the department, manage complaints that could not be responded to by the advisors;
- Be the reference person for all employees (maintenance, care, customer service) in the absence of their immediate superior and ensure that rules, procedures, protocols and standards are properly applied and respected;
- Carry out site tours to ensure the proper functioning of the installations (water tests, etc.);
- Manage orders and inventories.
**CRITERIA**:
- You are bilingual and have at least 2 years of experience supervising a team in a pro customer service environment, and are a positive leader;
- You demonstrate excellent communication skills, are naturally dedicated and cheerful.
**THE WORK SCHEDULE**:
- Permanent full-time position spread over 4 days/week;
- Variable availability including evenings and weekends.
**WHY JOIN THE NORDIC STATION SPA?**
It’s a second family that offers you lots of advantages
- **Free **access to our 4 spas for you and a guest, from Day 1;
- Generous **discounts **on **all **our treatments;
- Group Insurance* ;
- Corporate RRSP*;
- An undeniable team spirit;
- A very pleasant working environment;
- Casual dress code;
- Flexible hours;
- And more
- Only full-time positions are eligible for group insurance and RRSP
SSEN
