Senior Customer Service Manager

3 days ago


Nanaimo, British Columbia, Canada Avalon College Limited oa Avalon Career College Full time
Job Title: Senior Customer Service Manager

Avalon College Limited o/a Avalon Career College is seeking a highly skilled and experienced Senior Customer Service Manager to join our team.

Key Responsibilities:
  • Hire, Train, Direct, and Motivate Staff: Lead a team of customer service representatives, providing guidance, coaching, and feedback to ensure excellent service delivery.
  • Market Business Services: Develop and implement strategies to promote our services to clients, identifying new business opportunities and building strong relationships.
  • Plan and Control Budget and Expenditures: Manage budgets, track expenses, and optimize resource allocation to ensure efficient operations.
  • Plan and Direct Research: Conduct market research, analyze data, and provide insights to inform business decisions.
  • Direct and Advise Staff in Service Quality Assessment Strategies: Develop and implement quality assurance processes to ensure high standards of customer service.
  • Plan, Administer, and Control Budgets for Client Projects, Contracts, Equipment, and Supplies: Manage budgets, track expenses, and optimize resource allocation for client projects.
  • Plan, Develop, and Organize Policies and Procedures: Develop and implement policies and procedures to ensure efficient operations and compliance with regulatory requirements.
  • Represent the Company: Represent Avalon College Limited o/a Avalon Career College in various economic and social organizations, building relationships and promoting our services.
  • Leading/Instructing Groups: Lead training sessions, workshops, and meetings to develop and motivate staff.
  • Provide Customer Service: Ensure excellent customer service delivery, responding to customer inquiries, and resolving issues in a timely and professional manner.
  • Assign, Coordinate, and Review Projects and Programs: Manage projects, coordinate with team members, and review progress to ensure successful outcomes.
Requirements:
  • Supervision: Manage a team of more than 20 people.
  • Work Conditions and Physical Capabilities: Work in a fast-paced environment, with a large caseload, and tight deadlines.
  • Personal Suitability: Possess excellent oral and written communication skills, be accurate, client-focused, dependable, efficient, flexible, and a team player.
  • Experience: 1 year to less than 2 years of experience in a similar role.
  • Language: English.
  • Work Hours: 35 to 40 hours per week.


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