Customer Success Manager

3 weeks ago

Regina, Canada StoreToDoor Canada Full time

**Job Title**:Customer Success Manager
- StoreToDoor Technologies Inc.

**Location**: Regina, Saskatchewan

**Position**:Full-time

**Who We Are**:
StoreToDoor specializes in delivery efficiency and simplicity which allows us to enhance the delivery experience of each retailer and their customers. StoreToDoor is a branded platform that gives retailers the ability to offer cost-effective same-day delivery.

**What We Are Looking For**:
**What you can expect**:

- Work in a fast-paced environment as part of a dynamic, rapidly growing tech start-up
- Develop professional internal and external relationships with other people who are passionate about what they do every day.
- Connect with a rapidly growing and passionate group in an open, collaborative, and fun environment.

**Responsibilities**
- Develop objectives for the call centre’s day-to-day activities
- Collect and analyse call-centre statistics (sales rates, costs, customer service metrics etc.)
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve calls, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management

**Requirements and skills**
- Manage a team of customer success / support agents while taking calls (/escalations) themselves
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Proven experience as call centre manager or similar position
- Experience in customer service is required
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time and people effectively
- Knowledge of performance evaluation and customer service metrics
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Outstanding communication and interpersonal skills
- Documenting new processes or implementing new ones
- Excellent organisational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent years of experience or a higher degree in a relevant discipline
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
- Knowledge of delivery operations/logistics is a plus

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Work Location: One location

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