Manager, Customer Service

**Manager, Customer Service**

**Position Overview**:
**Responsibilities**

Lead and manage the customer service team:

- Hire, train, coach, and mentor customer service representatives and team leads;
- Set performance goals and provide ongoing feedback and performance evaluations;
- Foster a positive work environment that encourages teamwork and high-quality service delivery;
- Develop and implement training programs to enhance the team's skills and knowledge.

Develop and maintain customer service standards:

- Define and implement customer service policies, procedures, and standards to ensure consistent and exceptional service delivery;
- Develop and implement service level agreements (SLAs) to set clear expectations for response and resolution times;
- Monitor key performance indicators (KPIs) to measure and improve customer service effectiveness;
- Analyze data and customer feedback to identify bottlenecks or pain points in the customer service journey and propose solutions;
- Stay updated with industry best practices and emerging trends in customer service, incorporating relevant changes into the team's operations.

Manage customer inquiries and escalations:

- Handle escalated customer issues or complaints and ensure swift and satisfactory resolution;
- Monitor customer interactions to ensure adherence to quality standards and identify opportunities for improvement;
- Implement and manage effective systems and processes to track, prioritize, and resolve customer inquiries efficiently.

Chatbot and Phonebot management:

- Analyze data and user feedback to identify areas for optimization and refinement of chatbot and phonebot interactions;
- Collaborate with the technical team to continuously improve and optimize the chatbot and phonebot's performance, making necessary adjustments to enhance its capabilities.

Collaborate with other departments:

- Liaise with other departments to ensure a seamless customer experience;
- Share customer feedback and insights with relevant teams to drive product or service improvements.

**Qualifications**
- Bachelor's degree in Business Administration, Management, or a related field (or equivalent work experience);
- 5+ years of work experience in a customer service management role;
- Strong leadership and people management skills, with the ability to motivate and inspire a team;
- Excellent communication and interpersonal skills, both written and verbal with the ability to provide exceptional customer service in French and English;
- Analytical mindset, with the ability to interpret data and generate actionable insights, driven by curiosity and a focus on improvement;
- Exceptional problem-solving and decision-making abilities, demonstrating ownership and a passion for resolving customer issues;
- Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously;
- Ability to navigate and utilize Salesforce Service Cloud to manage customer inquiries and monitor team performance is considered an asset;
- Familiarity with customer service metrics and best practices;
- Flexibility to work in a fast-paced environment while maintaining empathy towards customers and employees, understanding their needs, concerns, and emotions;
- Proven track record of prioritizing and safeguarding the confidentiality of customer information and sensitive company data;
- Flexibility in working hours to accommodate peak business periods or team needs.

Over and above a competitive salary and bonus plan, registered retirement savings, and flexible group insurance with personalised coverage that meets your needs, you will be at the forefront of a growing organisation that understands the importance of investing in people.

You and your family can enjoy our employee discount at Garage and Dynamite, private sample sales throughout the year and many other exciting perks, including a very flexible vacation program.

**Our promise**

No day will be like the last - we aim to be better today than we were yesterday. We are committed to employment equity.