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Customer Service Manager

3 weeks ago

Toronto, Canada Universal Soul Service Corp. Full time

**Overview**:
**Duties and Responsibilities**:

- Define and communicate customer service standards
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Direct the daily operations of the customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Ensure the necessary resources and tools are available for quality customer service delivery
- Review customer complaints
- Track customer complaint resolution
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
- Provide training for new recruits
- Provide coaching for those who require additional support
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Liaise with company management to support and implement growth strategies
- Co-ordinate and manage customer service projects and initiatives
- Evaluate and performance manage staff
- Identify and address staff training and coaching needs

**Qualifications**:

- University or College business program
- 5-10 years of Customer Service Manager experience required
- In-depth knowledge of customer service principles, practices, and driving a customer experience programme across an organisation
- In-depth knowledge of customer service software, databases and CRM tools
- Proficient knowledge with all social media platforms
- Experience of managing a contact centre (global, multi-lingual, multi-channel ideally
- Understanding of customer service operating model & experience of implementing them
- Experience of working in roles across contact centre disciplines (planning / service delivery / quality / etc)

**Key Skills and Competencies**:

- Communication skills
- Customer service focus
- Supervisory skills
- Time management skills
- Organized
- Focused
- Problem analysis and problem-solving
- Decision-making
- Planning and organizing
- Initiative
- Flexibility
- Presentation skills
- Stress tolerance

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

**Salary**: $50,300.00-$60,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care
- Work from home

Schedule:

- 8 hour shift

**Experience**:

- customer service management: 5 years (required)
- CRM software: 4 years (required)
- Zendesk: 4 years (required)
- contact centre: 5 years (required)