Customer Service Supervisor

5 days ago

Montreal, Canada Fed Supply Full time

Hello I'm Anissa, Recruitment Consultant for Fed Supply, an employment agency specializing in supply chain, logistics, transportation and customer service - offering temporary and permanent jobs in the Greater Montreal area. Our team, experts in Supply Chain and Logistics, speaks your language and evolves in your world.

Bonjour Je suis Anissa, Conseillère en recrutement pour l'agence de placement Fed Supply, spécialiste par excellence dans les domaines de la chaîne d'approvisionnement, de la logistique, du transport, et du service client - proposant des emplois temporaires et permanents sur la Grande Région de Montréal. Notre équipe, experte en Supply Chain et Logistique, parle votre langage et évolue dans votre univers.

We support a human-sized company specializing in the distribution of trendy products. My client's core values are based on the importance of human relations and a balanced lifestyle, for both employees and customers.
If you are passionate about fashion and are looking for a working environment where well-being and human values come first, this opportunity is for you
Your responsibilities are :
Service Excellence: Ensure exceptional customer service, both online and in-store, by striving for continuous improvement and maintaining high quality standards.
Daily Supervision: Manage the customer service team on a daily basis, ensuring efficiency, customer satisfaction and compliance with company policies.
Performance Management: Monitor and analyze team performance (KPIs) and develop strategies to constantly improve results.
Quality Assessment: Regularly listen to agent calls to assess service quality, identify areas for improvement and provide constructive feedback.
Escalation Management: Handle complex customer interactions, by phone and e-mail, to ensure fast and efficient problem resolution.
Scheduling: Create and manage agent schedules to ensure adequate coverage and responsive, efficient customer support at all times.
Team Development: Provide coaching and mentoring to agents to improve their customer service and problem-solving skills, fostering their professional growth.
Team Communication: Organize regular meetings to share updates, best practices and discuss challenges, reinforcing team cohesion and efficiency.
Analysis and Reporting: Compile and analyze team performance reports and customer feedback to identify trends and adjust strategies.
Customer Loyalty: Develop strategies to increase customer loyalty by improving their experience.
Interdepartmental collaboration: Work with other departments to ensure a seamless customer experience and solve problems.
Multi-channel management: Ensure effective customer support via online chat, telephone and other channels, especially when staff are absent.
Store Support: Manage point-of-sale requests and complaints, and monitor merchandise returns and deliveries.

- Completed college diploma;
- Minimum 5 years experience in customer service;
- Fluently bilingual (written, spoken).
- Ability to adapt and cope with change;
- Ability to work in a fast-paced environment.
- Organized, quick and meticulous;
- Autonomous and resourceful;
- Knowledge of Microsoft Office suite and websites.

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