Customer Service Advisor
1 week ago
**Title**: Customer Service Advisor
**Reports to**:Customer Experience Manager
**Office Location**:Mississauga, ON
**Status**:Full-Time
**Department**:Customer Service
**PURPOSE**:The Customer Service Advisor is responsible for providing exceptional support by addressing customer inquiries, resolving issues, and collecting feedback to enhance service quality. This role ensures a seamless customer experience while collaborating with the Customer Experience Manager to drive continuous improvement.
**ACCOUNTABILITIES**:
- Supervise a team of customer service representatives, fostering a high-performance, customer-focused culture.
- Monitor customer interactions and feedback to ensure timely, professional, and effective resolution of inquiries or complaints.
- Leverage customer service tools (e.g., Freshdesk, ReviewTracker) to streamline operations and enhance customer engagement.
- Analyze key metrics such as response time, resolution time, and customer satisfaction to assess and improve team performance.
- Work with other departments, including sales, operations, and IT, to address customer needs and ensure seamless service delivery.
- Handle complex or escalated customer issues, ensuring swift and satisfactory resolution.
- Stay updated on industry trends and innovations, implementing new strategies to enhance customer service practices.
**SKILLS AND QUALIFICATIONS**:
- 2 years of experience in transportation, final-mile delivery, or logistics industry.
- 3-5 years of experience in Customer Service
- 1 year of experience with CRM software is an asset (Hubspot)
- Proficiency in French is considered an asset.
**WORKPLACE AND PHYSICAL REQUIREMENTS**:
- Ability to work in an office environment
- Ability work in a fast-paced environment and make effective decisions
- Flexible with working hours as needed during periods of high volume, emergencies or to accommodate critical project timelines
**CORE COMPETENCIES**:
Change Acceptance
Creativity
Communication
Decision Making
Flexibility
Initiative
Innovation
Interpersonal Savvy
Problem Solving
Resilience
Resourcefulness
Urgency
**ROLE SPECIFIC COMPETENCIES**
Interpersonal Skills
Learning Agility
Time Management
**Job Types**: Full-time, Permanent
**Benefits**:
- Life insurance
- RRSP match
Schedule:
- Monday to Friday
**Experience**:
- Transportation, Final-mile, or Logistics: 2 years (required)
- CRM software: 1 year (required)
- Customer service: 3 years (required)
**Language**:
- French (preferred)
Work Location: In person
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