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Customer Service Manager

2 months ago

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

We are seeking a highly skilled and experienced Customer Service Manager to lead our Customer Care team at Greenstone Financial Services Canada. As a key member of our leadership team, you will be responsible for driving exceptional customer service and retention results.

Key Responsibilities
  • Leadership and Team Management
    • Lead and inspire a team of Customer Care Advisors to deliver exceptional customer service and retention results.
    • Develop and implement strategies to improve team performance and customer satisfaction.
    • Conduct regular coaching and mentoring sessions to ensure team members are equipped to handle customer inquiries and resolve issues effectively.
  • Customer Service and Retention
    • Develop and implement customer service strategies to drive retention and customer satisfaction.
    • Work closely with the customer service team to resolve customer complaints and issues in a timely and effective manner.
    • Monitor and analyze customer feedback to identify areas for improvement and implement changes to enhance the customer experience.
  • Process Improvement and Compliance
    • Identify opportunities to improve processes and procedures to enhance customer service and retention results.
    • Develop and implement process improvements to ensure compliance with regulatory requirements and company policies.
    • Monitor and report on key performance indicators (KPIs) to measure team performance and customer satisfaction.
Requirements
  • Experience
    • 5+ years of experience in a customer service or retention leadership role.
    • Proven track record of driving exceptional customer service and retention results.
  • Skills and Qualifications
    • Strong leadership and team management skills.
    • Excellent communication and interpersonal skills.
    • Ability to analyze and interpret data to drive business decisions.
    • Proven ability to develop and implement effective customer service strategies.
    • Knowledge of regulatory requirements and company policies.
What We Offer
  • Competitive Salary and Benefits
  • Opportunities for Professional Growth and Development
  • A Dynamic and Supportive Work Environment