Customer Care Lead

3 weeks ago

SaintLaurent, Canada Browns Shoes Full time

Browns Shoes, a family-owned business established in Montreal in 1940, now with over 70 stores across Canada, is synonymous with top international designer collections, luxurious leather goods, and exclusive street savvy fashion for ladies, men and children.

Browns is looking for a highly motivated Customer Care Lead who will be responsible for ensuring all team members provide consistent quality and efficient customer care to all customers while going above and beyond the customer’s expectations. This is achieved through the day-to-day management of full and part-time team members through training, problem solving and coaching.

**Responsibilities**:

- Lead and assist a team of 25+ team members - consisting of Full time and Part time agents.
- Manage all team scheduling.
- Handle any customer escalations from team.
- Take ownership of issues and follow problems through to resolution.
- Handle any surplus of interactions from the call center.
- Monitor all customer interactions to ensure high quality service.
- Oversee all department administrative tasks.
- Manage and share several daily, weekly, and monthly reports internally.

**Requirements**:

- Bilingualism (Spoken and written French/English)
- Organization, efficiency, multitasking, detail, and solution oriented.
- Must be a discreet, reliable, and highly disciplined individual.
- Excellent written and spoken communication skills.
- Professional, polite, empathetic, and able to work independently.
- 2 years minimum of experience with contact center and/or customer service.
- Previous management experience is mandatory.
- Familiar with Customer Service CRM software (Kustomer, Zendesk, Gorgias, Gladly, Freshdesk etc.)

Thank you for your interest in Browns

Chaussures Browns, une entreprise familiale fondée à Montréal en 1940, détient maintenant plus de 70 boutiques partout au Canada. Nous proposons les meilleures marques internationales, des articles luxueux en cuir et des tendances urbaines exclusives pour hommes, femmes et enfants.

Browns est à la recherche d'un responsable du service clientèle très motivé qui sera chargé de garantir que tous les membres de l'équipe fournissent un service clientèle efficace et de qualité constante à tous les clients, en allant au-delà des attentes de ces derniers. Pour ce faire, le responsable gère au quotidien les membres de l'équipe à temps plein et à temps partiel par le biais de la formation, de la résolution des problèmes et de l'encadrement.

**Responsabilités**:

- Diriger et assister une équipe de plus de 25 membres, composée d'agents à temps plein et à temps partiel.
- Gérer l'ensemble des horaires de l'équipe.
- Gérer toute escalade de la part des clients de l'équipe.
- S'approprier les problèmes et les suivre jusqu'à leur résolution.
- Gérer tout surplus d'interactions du centre d'appels.
- Contrôler toutes les interactions avec les clients afin de garantir un service de haute qualité.
- Superviser toutes les tâches administratives du service.
- Gérer et partager en interne plusieurs rapports quotidiens, hebdomadaires et mensuels.

**Exigences**:

- Bilinguisme (français et anglais/parlé et écrit)
- Organisation, efficacité, multitâche, soucieux du détail et à l'affût de solutions
- Doit être une personne discrète, fiable et très disciplinée
- Professionnel, courtois, empathique et capable de travailler de manière autonome.
- 2 ans d'expérience minimum dans le domaine des centres de contact et/ou du service à la clientèle.
- Une expérience en gestion est obligatoire.
- Familiarité avec les logiciels de gestion de la relation client (Kustomer, Zendesk, Gorgias, Gladly, Freshdesk, etc.).

Merci de l’intérêt que vous portez à Browns

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

**Benefits**:

- Company events
- Dental care
- Discounted or free food
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Saint-Laurent, QC

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