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Customer Service Manager

2 months ago

Markham, Canada Advanced Skytech Canada Ltd. Full time

Company Profile:
Advanced Skytech Canada Ltd. (hereinafter referred to as STGCA) is one of the largest technology, services and consulting organizations in refurbished computers industry cross North America. After over 15 years of development, STGCA has become North America’s most competitive refurbished computer enterprise with the highest level of modernization.

Why work for STGCA:

- Receive working exp on enterprise system
- Bi-weekly payment through direct deposit
- Paid Statutory Holidays+ vacation benefit +insurance benefit
- Enhance training opportunity in job related field
- Professional career growth towards to E-business
- Reference letter available

Key Responsibilities:

- Supervise day-to-day operations in the Technical Support department.
- Create effective customer service procedures, policies, and standards.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Maintain accurate records and document all customer service activities and discussions.
- Assess service statistics and prepare detailed reports on your findings.
- Accomplishes technical support human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Achieves technical support objectives by contributing technical support information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and technical support standards; resolving problems; completing audits; identifying technical support trends; determining system improvements; implementing change.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about computers and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve computer hardware and software issues
- Identify and escalate priority issues per Client specifications
- Redirect problems to appropriate resource
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Organize ideas and communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers where necessary

Minimum Requirement and Qualification:

- Must have strong computer literacy, windows and Internet navigation knowledge
- Available to work on a flexible schedule to meet customer demand
- Excellent active listening and communication skills
- Customer Champion: passionate about providing world class customer service
- Strong problem solving skills and ability to deal with customers diplomatically and effectively in a fast paced environment
- Punctual and committed to work schedules
- Must have superior verbal communication and interpersonal skills with a professional telephone manner
- Able to multitask in a fast-paced environment - strong teamwork skills and accountability
- 5 years+ experience in management role related to customer service or technical support (Call Center).

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

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- customer service: 5 years (preferred)
- management: 2 years (preferred)

Work Location: In person

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