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Customer Support Manager

2 months ago

Richmond Hill, Ontario, Canada Greenstone Financial Services Canada Full time
About the Role

We are seeking an experienced Customer Support Manager to lead our team in Canada. As a key member of our leadership team, you will be responsible for driving a high-performance culture and ensuring that our team meets and exceeds customer expectations.

Key Responsibilities
  • Lead and inspire a team of Customer Support Advisors to deliver exceptional customer service and achieve business objectives.
  • Develop and implement strategies to improve customer satisfaction, reduce complaints, and increase customer loyalty.
  • Collaborate with cross-functional teams to identify and resolve customer issues, and implement process improvements.
  • Manage and develop the skills of Customer Support Advisors to ensure they have the necessary knowledge and expertise to provide excellent customer service.
  • Monitor and analyze customer feedback, complaints, and satisfaction data to identify trends and areas for improvement.
  • Develop and implement training programs to ensure Customer Support Advisors have the necessary skills and knowledge to provide excellent customer service.
Requirements
  • 5+ years of experience in a customer-facing role, with a focus on customer support or service.
  • Proven leadership and management skills, with experience in leading a team of customer support advisors.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
  • Strong analytical and problem-solving skills, with the ability to analyze customer feedback and data to identify trends and areas for improvement.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.
  • Strong knowledge of customer service principles, practices, and procedures.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A dynamic and supportive work environment.
  • Recognition and rewards for outstanding performance.