Customer Service Manager

2 weeks ago

London, Canada Phocus Contact Solution Inc Full time

_Are you a fluently bilingual Customer Service Manager who wants the opportunity to make a significant contribution and grow your skills while working with a group of talented and driven co-workers? Do you have the rare combination of superb leadership and multi-tasking skills and the ability to motivate your team and make every customer feel like royalty? If so, then we want to talk with you._
- **More specifically**:_
- Managing the day-to-day operations of the customer service centre
- Continuously improving the customer service training manual and processes
- Establishing targets and performance metrics for the team and individual customer service reps, and monitoring progress
- Delivering the best customer service experience by adapting as needed, testing new ideas and identifying & recommending improvements
- Handling escalated customer service issues and having a “soft touch” with customers so that we can constantly deliver on our 100%
- **Skills and Requirements**:_
- Minimum 3 to 5 years of experience in the flexible packaging industry or in customer service in a B2B manufacturing company.
- Experience in team management
- Experience in managing large account
- Capacity to travel occasionally
- Strong communication skills, both oral and written Bilingualism (French and English)
- Strong conflict management Interest in the packaging and food industry
- **Some pack perks**:_
- Virtual health care & consulting services through
- Consult+ Every-day catered gourmet lunches, snacks, and hot beverages
- Company-paid cell phone & plan
- Flexible schedule and work-from-home options
- Paid vacation time-off including an office closure from December 24 to January 1 inclusively

**Job Types**: Full-time, Part-time

**Salary**: $25.00-$45.00 per hour

**Benefits**:

- Company pension
- Extended health care
- Flexible schedule
- Flextime
- On-site parking
- Paid time off
- Work from home

Schedule:

- 10 hour shift
- 12 hour shift
- 4 hour shift
- 8 hour shift
- Day shift
- Evenings
- Holidays
- Monday to Friday
- Morning shift
- Night shift
- Weekend availability

Supplemental pay types:

- Bonus pay
- Tips

Work Location: One location

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