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Customer Care Manager

2 months ago

Toronto, Canada WorldStrides Full time

**Responsibilities**:

- Lead a team of customer care specialiststo ensure day-to-day responsibilities are carried out
- Ensure key customer deadlines are met by monitoring, reporting and tracking key customer metrics such as payment dates, registration deadlines and rooming list collection.
- Coaches and leads the sales coordinator team in their daily relationship with the customers
- Monthly reporting on KPIs on team activity and output such as calls answered, customer satisfaction, passenger registration and deposit collection.
- Monitor performance and needs of team members,set quarterly objectives and conduct performance reviews
- Daily recurring responsibilities include:

- Activate/Book quotes and ensure tour contracts are accurate
- Assembleregistration packages and configure customer portal to help facilitatecustomer sign ups
- Answer customer calls and assist with registration, payment and cancellation issues.
- Manage passenger numbers to ensure accuracy using the Web Portal and CRM
- Assist clients by answering any questions and concerns in a professional and friendly matter
- Help with payment collection and requesting invoice from accounts receivable ensuring timely collection of all monies from clients
- Support operationsby collecting outstanding client details necessary for completion of the file
- Collect rooming list assignments and manage specials request from clients

**Additional**
***
**Responsibilitie**
**s**
- Build a very strong technical knowledge of the CRM and other systems the team works with
- Take the lead on executing ad-hoc customer facing communications

**Minimum**
***
**Qualifications**
- University degree or diploma
- Detailed and Process Focused
- Proficient with Microsoft Excel and CRM tools
- Detail and process focused
- Possesses a strong and organized work ethic
- Advanced time management skills
- Excellent communication skills both written and verbal

**Requirements**:
**Responsibilities**:

- Lead a team of customer care specialiststo ensure day-to-day responsibilities are carried out
- Ensure key customer deadlines are met by monitoring, reporting and tracking key customer metrics such as payment dates, registration deadlines and rooming list collection.
- Coaches and leads the sales coordinator team in their daily relationship with the customers
- Monthly reporting on KPIs on team activity and output such as calls answered, customer satisfaction, passenger registration and deposit collection.
- Monitor performance and needs of team members,set quarterly objectives and conduct performance reviews
- Daily recurring responsibilities include:

- Activate/Book quotes and ensure tour contracts are accurate
- Assembleregistration packages and configure customer portal to help facilitatecustomer sign ups
- Answer customer calls and assist with registration, payment and cancellation issues.
- Manage passenger numbers to ensure accuracy using the Web Portal and CRM
- Assist clients by answering any questions and concerns in a professional and friendly matter
- Help with payment collection and requesting invoice from accounts receivable ensuring timely collection of all monies from clients
- Support operationsby collecting outstanding client details necessary for completion of the file
- Collect rooming list assignments and manage specials request from clients

**Additional**
***
**Responsibilitie**
**s**
- Build a very strong technical knowledge of the CRM and other systems the team works with
- Take the lead on executing ad-hoc customer facing communications

**Minimum**
***
**Qualifications**
- University degree or diploma
- Detailed and Process Focused
- Proficient with Microsoft Excel and CRM tools
- Detail and process focused
- Possesses a strong and organized work ethic
- Advanced time management skills
- Excellent communication skills both written and verbal

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