Customer Service Advisor

2 weeks ago

Greater Toronto Area, Canada FleetOptics Inc Full time

**Title**: Customer Service Advisor

**Reports to**:Customer Experience Manager

**Office Location**:Mississauga, ON

**Status**:Full-Time

**Department**:Customer Service

**PURPOSE**:The Customer Service Advisor is responsible for providing exceptional support by addressing customer inquiries, resolving issues, and collecting feedback to enhance service quality. This role ensures a seamless customer experience while collaborating with the Customer Experience Manager to drive continuous improvement.

**ACCOUNTABILITIES**:

- Supervise a team of customer service representatives, fostering a high-performance, customer-focused culture.
- Monitor customer interactions and feedback to ensure timely, professional, and effective resolution of inquiries or complaints.
- Leverage customer service tools (e.g., Freshdesk, ReviewTracker) to streamline operations and enhance customer engagement.
- Analyze key metrics such as response time, resolution time, and customer satisfaction to assess and improve team performance.
- Work with other departments, including sales, operations, and IT, to address customer needs and ensure seamless service delivery.
- Handle complex or escalated customer issues, ensuring swift and satisfactory resolution.
- Stay updated on industry trends and innovations, implementing new strategies to enhance customer service practices.

**SKILLS AND QUALIFICATIONS**:

- 2 years of experience in transportation, final-mile delivery, or logistics industry.
- 3-5 years of experience in Customer Service
- 1 year of experience with CRM software is an asset (Hubspot)
- Proficiency in French is considered an asset.

**WORKPLACE AND PHYSICAL REQUIREMENTS**:

- Ability to work in an office environment
- Ability work in a fast-paced environment and make effective decisions
- Flexible with working hours as needed during periods of high volume, emergencies or to accommodate critical project timelines

**CORE COMPETENCIES**:
Change Acceptance

Creativity

Communication

Decision Making

Flexibility

Initiative

Innovation

Interpersonal Savvy

Problem Solving

Resilience

Resourcefulness

Urgency

**ROLE SPECIFIC COMPETENCIES**

Interpersonal Skills

Learning Agility

Time Management

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

**Benefits**:

- Life insurance
- RRSP match

Schedule:

- Monday to Friday

**Experience**:

- Transportation, Final-mile, or Logistics: 2 years (required)
- CRM software: 1 year (required)
- Customer service: 3 years (required)

**Language**:

- French (preferred)

Work Location: In person

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