Customer Care Manager

2 weeks ago

Laval, Canada Laura Canada Full time

Company Description
**Working at Laura Canada, at the Laval** head office, means working in a stimulating and enriching environment in which everyone can achieve their full potential.** We are a team of passionate people who do not hesitate to roll up their sleeves to help each other and make the company shine coast to coast of Canada.**
- What we offer_
- A stimulating, creative and multicultural environment.
- Training and professional development are at the heart of our concerns.
- A range of wellness benefits depending on the status of the position.
- Recognition programs (Referral Bonus, Discounts and Privileges for our employees, Living our values program, and much more,)
- A real life balance between professional and personal responsibilities.
- Offices that are easily accessible by car, public transport or carpooling.
- Professional services on site (tire change, clothing cleaning service by a professional, etc.).
- Fun and enriching activities that promote integration and sharing throughout the year.

**Job Description**:
Our customer service call center is key to pursue our vision, that is to offer personalized and exemplary service to our customers who purchase our products online or in-store.
- Support, train, and supervise a team of customer care agents;
- Establish standards and key performance indicators (KPI) for the team
- Act as a resource person for complex requests or for strategic decision-making;
- Manage the day-to-day operations of the call center;
- Collaborate with information technology and e-Commerce teams for the continuous improvement of the customer experience;
- Follow reports and issue recommendations in order to take any opportunities to improve the customer experience;
- Various other team and departmental management tasks.

**Qualifications**:
**The people who thrive with us have**:

- 5 years of experience in management and training, customer care in a call center context;
- Be recognized for your exceptional, empathetic and professional customer service;
- Ability to resolve conflict and manage issues by being solution-oriented;
- Perfectly bilingual (French and English) Oral and Written (to respond to clients in both languages);
- Good knowledge of common technological tools, including MS Office, CRM, Web Browser;
Additional Information
**Don't miss this opportunity to join an exceptional team

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