Senior Customer Care Supervisor

3 weeks ago

Sydney, Nova Scotia, Canada Mass Markets Full time

Job Title: Senior Customer Care Supervisor

Job Summary:

Mass Markets is seeking a highly motivated and experienced Senior Customer Care Supervisor to join our team. As a Senior Customer Care Supervisor, you will be responsible for leading a team of customer service representatives and ensuring that they provide exceptional service to our customers.

Responsibilities:

  • Lead a team of customer service representatives and provide guidance and support to ensure they meet their performance goals.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Monitor and analyze customer feedback and make recommendations for process improvements.
  • Collaborate with other departments to ensure seamless communication and coordination.
  • Provide coaching and training to customer service representatives to improve their skills and knowledge.
  • Manage and analyze customer data to identify trends and opportunities for growth.
  • Develop and implement plans to improve customer retention and acquisition.
  • Collaborate with the operations team to ensure that customer service processes are efficient and effective.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Monitor and analyze customer feedback and make recommendations for process improvements.

Requirements:

  • Minimum of 3 years of experience in a customer service leadership role.
  • Proven track record of improving customer satisfaction and loyalty.
  • Excellent communication and leadership skills.
  • Ability to analyze data and make recommendations for process improvements.
  • Experience with customer relationship management (CRM) software.
  • Ability to work in a fast-paced environment and prioritize multiple tasks.
  • Strong problem-solving and analytical skills.
  • Ability to work collaboratively with other departments.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.

About Mass Markets:

Mass Markets is a leading provider of customer experience solutions. We are committed to delivering exceptional service to our customers and providing our employees with opportunities for growth and development.

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