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Customer Service Supervisor

2 months ago

Cambridge, Ontario, Canada HEPHAESTUS HOMES LTD. Full time
Job Summary

We are seeking a highly skilled Customer Service Supervisor to join our team at Hephæstus Homes Ltd. as a key member of our customer-facing department.

Key Responsibilities
  • Leadership and Supervision: Direct and manage a team of 5-10 customer service representatives, providing guidance and support to ensure exceptional customer experiences.
  • Customer Communication: Develop and maintain strong relationships with customers, responding to inquiries, resolving issues, and providing solutions to meet their needs.
  • Process Improvement: Analyze and optimize customer service processes to improve efficiency, productivity, and overall customer satisfaction.
  • Training and Development: Design and deliver training programs to enhance the skills and knowledge of customer service representatives, ensuring they have the tools and expertise to deliver exceptional customer experiences.
  • Performance Management: Monitor and evaluate the performance of customer service representatives, providing constructive feedback and coaching to improve performance and achieve goals.
  • Reporting and Analytics: Generate and analyze reports to track customer service metrics, identifying trends and areas for improvement to inform business decisions.
Requirements
  • Education: Secondary (high) school graduation certificate
  • Experience: 1 year to less than 2 years of experience in a customer-facing role, preferably in a supervisory or leadership capacity
  • Skills: Excellent oral communication, organized, reliable, team player, and ability to work under pressure