Bilingual Customer Service Supervisor

2 weeks ago

Scarborough, Canada InVision Staffing Services Inc. Full time

InVision is a Professional Recruitment Firm involved in Engineering, Industrial/Skilled Trades, Information Technology and Professional Services within Canada and the U.S. We have a successful track record working on both small and large recruitment projects, across North America.


Our client is a leader manufacturing industry is looking for a Customer Service Supervisor in their growing team. Please note that this role is in person at Scarbough, ON.


As The Customer Service Supervisor, you will play a key role in ensuring high-quality service delivery by supporting team members, managing escalation, and maintaining a positive work environment. If you have a passion for customer service and a talent for team supervision, we invite you to join our dynamic organization


Responsibilities:

  • Supervise and support customer service representatives in their daily tasks, ensuring adherence to company policies and procedures.
  • Assist in the development and monitoring of Key Performance Indicators (KPIs) to evaluate team performance and drive improvements in service delivery.
  • Provide guidance on handling complex customer inquiries and escalations, ensuring swift and effective resolutions.
  • Conduct regular training sessions to enhance the team’s skills and product knowledge.
  • Promote a positive and collaborative team environment, encouraging teamwork and continuous improvement.
  • Maintain regular communication with customers, ensuring their needs are met with professionalism and efficiency.
  • Handle escalated customer issues that require additional attention, working towards satisfactory outcomes for both the customer and the company.
  • Monitoring interactions to ensure service standards are maintained, providing feedback and coaching to team members as needed.
  • Provide response to customer queries in a timely manner.
  • Oversee the processing of customer orders, returns, and support tickets, ensuring accuracy and timeliness.
  • Coordinate with internal departments such as sales, logistics, and finance to ensure smooth order processing and customer satisfaction.
  • Monitor order backlogs and expedite processing where necessary, keeping customers informed of delivery statuses and addressing any issues that arise.
  • Generate regular reports on customer service performance metrics, including response times, resolution rates, and customer satisfaction.
  • Analyze data to identify trends and areas for improvement, recommending actions to enhance the customer support function.
  • Collaborate with the Customer Support Manager to implement best practices and process improvements across the team.


Qualifications:

Bachelor’s degree in business management, communications, or related fields

• Strong organizational skills to manage multiple tasks and prioritize effectively

• Experience working with support and ticketing tools such as Zendesk, Salesforce and Microsoft Dynamics.

• Excellent communication and interpersonal skills, with the ability to effectively interact with both customers and team members. Bi-lingual in English and French is a MUST

• Minimum three years’ experience managing a group of support professionals, with a strong focus on team building and customer satisfaction.

• Problem-solving abilities to address customer issues and support team members in finding solutions.

• Familiarity and experience with the HVAC industry.

• Proficiency in using ERP and MRP systems for order processing and customer management.

• A collaborative and supportive leadership style, with a focus on fostering team development and a customer-centric culture.


Employment Rewards:

RRSP & RPP eligibility after 6 months

  • Benefits from day 1
  • Canadian company over 60 years in the market


Application Process:

· All Qualified candidates will be contacted.

InVision is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind:

· InVision is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

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