Customer Care Team Lead

3 months ago

PointeClaire, Canada Ypsomed Canada, Inc. Full time

**As the Customer Care Team Lead, your primary responsibility will be to supervise the day-to-day operations of the Customer Care team, ensuring seamless coordination between our customers (patients and healthcare professionals) and internal departments. You will lead a team that includes a Customer Care agent and a Customer Care Coordinator, focusing on delivering exceptional customer service, optimizing processes, and achieving business objectives. Reporting directly to the Customer Care Manager, you will also play a key role in defining and implementing standard operating procedures (SOPs) and continuously improving our operations.**

**KEY RESPONSIBILITIES**:

- **Supervise day-to-day operations**:Oversee the daily activities of the Customer Care team, ensuring that all customer interactions, order processing, and shipping operations are conducted efficiently and to the highest standard.
- **Team leadership and development**:Provide guidance, support, and training to the Customer Care Coordinator and Customer Care Agent, fostering a collaborative and high-performing team environment.
- **Support customer care activities**:Contribute to daily customer care tasks, including handling calls, processing orders, and responding to customer inquiries about product information, technical challenges, orders, etc.
- **CRM management**:Ensure all customer interactions and activities are accurately captured and managed within CRM systems, maintaining up-to-date records and organizing daily tasks effectively.
- **Analysis, reporting and optimization**:Analyze customer care results, identify areas for improvement, and implement strategies to enhance service efficiency and customer satisfaction.
- **SOP development and implementation**:Assist the Manager in defining, developing, and implementing standard operating procedures (SOPs) to streamline operations and ensure consistency across the team.
- **Collaboration with internal teams**:Work closely with Sales, Education, and other internal teams to ensure alignment on customer care strategies and to provide feedback on customer insights.

**SKILLS**
- **Leadership and communication**: The ability to lead, motivate, and clearly communicate with team members, patients, healthcare professionals, and internal teams. Effective communication is crucial to ensure all parties are well informed and supported throughout customer care processes and team operations.
- **Advanced organizational and prioritization skills**: Strong abilities to oversee and manage multiple tasks, prioritize effectively, and ensure that all team activities and customer interactions are documented accurately in the CRM system. Demonstrated decision-making skills and the ability to delegate tasks appropriately.
- **Strategic problem-solving**: The capacity to identify and address issues or challenges that arise during customer interactions or within the team. Providing effective solutions while maintaining a focus on results, achieving objectives, and continuously improving processes.

**KNOWLEDGE**
- **Product and industry expertise**: An in-depth understanding of Ypsomed products, particularly the mylife YpsoPump, including its features, benefits, and competitive positioning within the healthcare industry. Familiarity with the diabetes and insulin pump sectors is a plus.
- **Customer care best practices and team management**: Knowledge of best practices in customer care, including how to manage inbound and outbound communications, set and maintain customer expectations, and ensure high levels of customer satisfaction and retention. Additionally, the ability to coach and guide team members.
- **CRM and data-driven management**: Proficiency in using CRM systems to track team and customer interactions, organize daily activities, and analyze data to inform decisions and optimize customer care operations.

**BEHAVIOUR**
- **Empathy, patience, and integrity**: Demonstrating empathy and patience when leading the team and dealing with customers, especially when they are new to the product or facing challenges. A highly developed sense of integrity.
- **Proactive and strategic leadership**: Taking initiative to lead the team in following up with customers, anticipating needs, and providing necessary support. Self-motivation, a proactive approach to problem-solving, and the ability to work autonomously and guide the team in a professional manner.
- **Collaborative and independent team leadership**: Fostering a collaborative environment where teamwork is valued and insights are shared effectively. The ability to work well both independently and within a team, while also encouraging this balance within your team, is required.
- **Energetic, flexible, and adaptable**: Leading with energy, motivation, positivity, and passion. Flexibility in managing hours to meet business objectives and ensure customer satisfaction.

Required Qualifications:
Bilingualism: Proficient in both oral and written communication.

Experience

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