Service Delivery Manager

5 days ago

Richmond Hill, Canada Connex Telecommunications Inc. Full time

Senior Customer Service Manager with Contact Center Background
We are seeking a self-motivated, experienced and dedicated Customer Service Manager with CC Genesys technical background to join our team. This person should possess excellent customer service skills; these skills must be applied to both internal and external clients. A passion for technology will dictate success within our business sector.

**Responsibilities**:VIP Customer Service Department**:

- Acts as the customer advocate for VIP Clients in working towards resolution of servicing issues and attaining additional insight / information.
- Follows up with Connex departments daily on behalf of customer.
- Identifies areas of improvement in corporate processes to better service VIP Clients.
- Coordinates and leads monthly Connex Service Meetings with VIP Clients to discuss Repair and MAC performance, ongoing projects, relationship improvement areas.
- Improving the customer experience.
- Preparing all customer required reports.

**Customer Retention Department**:

- Develops and refines corporate retention strategy with overall objective of increasing overall retention of current client base.
- Coordinate Know Your Client meetings with Account Executives to review relationship, and identify flight risks.
- Directs Customer Service team activities in order to improve Connex - Client relationship.
- Conducts primary customer research through annual customer satisfaction surveys.

**Experiences/Skills Required**:

- Ability to work independently and as a team player
- Genesys Cloud experience
- Exceptional communication skills, both verbal and written, at decision maker levels
- Advanced level of MS Office and PC proficiency
- Knowledge of the telecommunications industry
- Demonstrated competency in determining and analyzing customer needs and recommending solutions.
- Aptitude for customer service
- French an asset
- Exceptional Excel skills

**Desired Skills/Experience**:
Technical
- 5 years experience in CC Genesys Cloud
- 3 years customer relationship management / customer service
- Business Administration degree/education.
- Other telecommunication related education

Personal Contacts
- Works on a daily basis with the Sales, Customer Service departments, and Customers.
- Works on a weekly basis with Sales Support, Finance, Technology Solutions departments.

Our employees are the ambassadors of CONNEX with clients and business partners. Their skills, integrity and sense of responsibility are the keys to our success. Training for all employees, regardless of their function in our organization is considered a priority. In addition, our pay scale is competitive, and we offer a full range of benefits.

We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.

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