Customer Service Manager

1 month ago

Mississauga, Canada UN-NAMED Full time

**Job Overview**

**Duties & Responsibilities**
- Oversee the tasks performed by the Customer Service / Warranty Support staff
- Interact directly with Curtis customers to handle consumer warranty claims and issues
- Develop and maintain customer service policies and procedures.
- Oversee the outsourced contact center achievements and maintenance of agreed customer service levels and standards.
- Monitor the accuracy of the contact center reporting
- Conduct weekly meetings with the contact center management team to identify and implement strategies to improve quality of service, productivity and profitability.
- Monitor warranty decisions of the out-sourced call centre validation team for accuracy and ensure that the most cost-effective decision has been reached.
- Source raw data from consumer feedback aggregator (Bazaarvoice/Amazon).
- Provide sourced data and/or ERP generated reports to outsourced Product Review Analyst
- Provide review analytics to Curtis Hong Kong team and supplier representative(s).
- Follow up with Curtis Hong Kong and supplier representative(s) to ensure factory has investigated issues as outlined in product review analysis and documented remedial action(s) and timeline have been undertaken.
- Attend meetings with licensor(s), Senior Licensing & Product Manager and CEO

**Experience & Qualifications**
- Previous experience in a customer service management role is preferred
- Well-developed supervisory skills in the areas of leadership and group dynamics.
- Ability to communicate effectively with peers, senior management and customers.
- Knowledge of Microsoft GP or similar ERP
- In-depth knowledge of customer service software, databases and CRM tools.
- Experience in use of social media platforms.
- Superior problem solving, analytical and decision-making skills.
- Must have initiative and be a self-starter.
- The ability to multi-task and manage competing deadlines.
- Must be able to work in a fast-paced environment and be able to deal with a great diversity of people.
- Excellent written and verbal English language skills. French skills are an asset but not required.

Pay: $80,000.00-$90,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

Work Location: In person

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