Bilingual Customer Service Supervisor

Who Are We?

NCRi creates long and successful client relationships by being committed to maintaining our clients’ branding and integrity, and by producing consistent results. Our core philosophy is based on professionalism and respect. This philosophy has enabled NCRi to become the partner of choice for many clients nationally. Our commitment to creating a partnership with each client is based on the concepts of high-quality service and cutting-edge innovative technology. This allows us to respond more efficiently and proactively to our clients’ changing needs.

We are presently looking for a Bilingual Customer Care Supervisor, who will manage the day-to-day activities of our Customer Care team to ensure that customers receive prompt and efficient service. The Customer Care Manager will actively coach and develop team members to strive for superior customer service standards.

What You’ll Be Doing:

- Manage a team of designated customer service professionals and ensuring that they follow business requirements, particularly those concerning service quality.
- Keep track of and evaluate phone conversations and other correspondence between agents and clients.
- Ensure that representatives are kept up to date on changes to corporate services.
- Gather information and generate reports on customer complaints and queries.
- Prepare monthly reports detailing the performance of the allocated customer service teams.
- Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
- Identify and suggest opportunities to update or improve customer service processes to the Director of Customer Care or other appropriate staff.
- Assist with the Customer Service department's budget development.
- Carry out additional related tasks as specified.

What You Bring:

- A bachelor's degree is desirable.
- Fluent in both English and French.
- A minimum of three years of customer service experience is essential.
- Previous managerial experience would be advantageous.
- Thorough understanding of customer service processes and concepts.
- Organized and detail oriented.
- The ability to address client concerns and difficulties while being professional and calm.
- Possibility of mentoring and coaching customer care agents.
- Capable of working full-time on your assigned shift, including the flexibility and desire to work alternate shifts based on company demands and special circumstances.

Competencies:

- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Attention to detail.

Home Office Equipment Requirements:

- Equipment will be provided by the company
- High-speed internet with hard-wires connection from the computer to the modem. Speed should be 60 MPBS download and 30 MPBS Upload.

We offer:

- Competitive base pay, plus uncapped performance-based commission
- Competitive insurance coverage, incentives, paid training and breaks
- Outstanding referral bonus program
- Fun perks: Holiday events, food days, giveaways, prizes, themed events and more

As our Call Center expands, we will need to grow our leadership team We'll show you a clear career path and provide the tools you need to earn more responsibilities and promotions. Nothing more satisfying than seeing your career grow within a caring organization.

We are committed to providing the best work environment you’ve ever experienced

Start your amazing career with NCRI today

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

Ability to commute/relocate:

- Quebec, QC: reliably commute or plan to relocate before starting work (preferred)

**Experience**:

- Customer service: 2 years (required)
- Management: 1 year (required)

**Language**:

- French and English (required)