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Customer Experience Manager
3 days ago
**What we offer**:
- Competitive compensation package
- Group RRSP Matching plan
- Comprehensive Group Benefits
- Employee & Family Assistance Program
- Active Social Calendar for You and Your Family
- Family oriented culture
**What it’s all about**:
The Customer Experience Manager provides direction, mentorship, and oversight of the Customer Service department, which is the hub of our business. Good communication, follow up, guarding the best interests of our customers and the Company, and attention to detail are the cornerstones of this department.
**Who you are**:
You are an energetic and highly organized service professional with a passion for providing service excellence. You excel at customer service and can be counted on to support others. You approach what you do with high attention to detail and take care at every step. You thrive in a fast-paced call center environment and enjoy working in partnership with a diverse team of people to deliver the best possible service to our customers.
**Your key accountabilities will include but are not limited to**:
- Provide oversight and guidance to Customer Experience Specialists;
- Supporting Business Development Managers in their pursuits of service excellence for our business;
- Ensure the smooth operation of all customer service programs, maintaining high standards of quality and efficiency;
- Participate in hiring new employees, and oversee their training and development;
- Analyzing, tracking, reducing costs, driving efficiencies and expense management;
- Work closely with Inventory Control, Transportation, Procurement and Sales to improve processes
- Demonstrating a constant willingness to ensure customer satisfaction.
**Qualifications**:
- Demonstrated success in managing customer service teams, with a track record of achieving or exceeding KPIs;
- Experience working with customer relationship management platforms, including proficiency in leveraging their features to enhance customer support operations;
- Proven ability to build good working relationships with internal and external clients and business partners;
- Excellent verbal and written communication skills;
- Strong organization, time management and decision making skills; ability to manage multiple tasks while prioritizing and managing tight deadlines;
- Strong problem solving and handling challenging situations in a professional manner.
