Customer Service Manager
2 weeks ago
Reporting directly to the Director of Operations, the Customer Service Manager is responsible for ensuring that FortNine customers are satisfied at all times. This role includes managing the CS department, training and retaining the talents and maintaining the highest standards in ensuring that all the policies and procedures are followed.
MAIN RESPONSIBILITIES:
Ensure quality customer service is being offered:
Being the customer advocate; we want you to be the constant reminder of what the customer wants in every aspect of the business, Keeping the team motivated Proposing and documenting new CS policies Handling exceptions and second level escalations Regularly reviewing customer interactions (phone calls, emails, chats) and providing constant feedback to CS agents Reviewing any negative feedback and sharing lessons learned with the team(s)Ensure the CS team is organized, efficient and productive:
Managing workloads and schedules, setting expectations and goals, and following up Reviewing, improving, and documenting workflow processes Investigating and reporting issues with the operations, catalog, and other departments Holding regular team meetings Reviewing, updating, and documenting CS policies Managing the bonus program for CS team Managing the performance of the existing staffEnsure the CS department is properly staffed:
Determining if dedicated resources are sufficient. Assisting in hiring / training new talentMiscellaneous tasks:
Ensure that the company reputation and image in the industry is consistent, Create, track and record CS KPIs and metrics to measure team productivity.PREFERRED SKILLS AND COMPETENCIES:
Organizational and planning skills to develop budget, strategies, internal policies, and resource allocation Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals Listening skills, to understand exactly what customers and team members require Problem-solving skills Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations Motivational skills and an ability to supervise and lead a team of customer service agents Creative thinking, to be able to come up with new ideas to improve customer service standards Ability to work well under pressure. Able to build and maintain lasting relationships with other departments, key business partners, and government agencies. Advanced computer skills (familiarity with project management tools i.e. Jira, Confluence and advanced level of Excel).QUALIFICATIONS AND JOB REQUIREMENTS:
Previous supervisory/account management/management experience for at least 5 years for a team of 15+. University degree preferred. Knowledge of customer service and administration Industry experience (e-commerce) Must be located in Montreal, QC and able to commute to the office on a Hybrid model. Expert communication skills in English and French, both verbally and in written form.WHAT WE OFFER:
Competitive salary. Paid personal days. Health Insurance including medical, dental, vision and life. Healthy Snacks and Drinks. Quiet, clean and newly built office environment. Located within a 5-minute walk from Du College station (orange line) and offering free parking. Ergonomic workstations and the best tools made available to you. Hard working, respectful and friendly coworkers. A strong culture that encourages collective accomplishments and enables individual progression.--Version Française:
Relevant directement du directeur des opérations, le directeur du service à la clientèle est chargé de veiller à ce que les clients de FortNine soient satisfaits en tout temps.
Ce rôle comprend la gestion du département CS, la formation et la rétention des talents, et l'application des normes les plus élevées en s'assurant que toutes les politiques et procédures sont respectées.
Responsabilités Principales :
S'assurer qu'un service client de qualité est offert :
Être le défenseur du client ; nous voulons que vous soyez le rappel constant de ce que le client veut dans tous les aspects de l'entreprise. Maintenir la motivation de l'équipe Proposer et documenter de nouvelles politiques de service à la clientèle Gérer les exceptions et les escalades de deuxième niveau Examiner régulièrement les interactions avec les clients (appels téléphoniques, e-mails, chats) et fournir un feedback constant aux agents du service clientèle. Examiner tout commentaire négatif et partager les leçons apprises avec l'équipe.S'assurer que l'équipe est organisée, efficace et productive :
Gérer les charges de travail et les horaires, fixer des attentes et des objectifs, et assurer le suivi. Examiner, améliorer et documenter les processus de travail. Enquêter et rapporter les problèmes avec les opérations, le marchandisage, et les autres départements. Organiser des réunions d'équipe régulières Réviser, mettre à jour et documenter les politiques du CS Gérer le programme de primes Gérer les performances du personnel existantS'assurer que le département CS est correctement doté en personnel :
Déterminer si les ressources dédiées sont suffisantes Former les nouveaux membres de l'équipeTâches diverses :
Créer, suivre et enregistrer les indicateurs clés de performance et les paramètres pour mesurer la productivité de l'équipe. Veiller à la cohérence de la réputation et de l'image de l'entreprise dans le secteur.Aptitudes et compétences souhaitées :
Des compétences en communication qui vous permettent d'informer, d'aider et de conseiller clairement les clients et d'assurer une liaison efficace avec d'autres professionnels. Compétences organisationnelles et de planification pour élaborer un budget, des stratégies, des politiques internes et l'allocation des ressources Aptitudes à l'écoute, pour comprendre exactement les besoins des clients et des membres de l'équipe Aptitudes à la résolution de problèmes Confiance, patience, politesse, tact et diplomatie, face à des situations difficiles. Aptitude à la motivation et capacité à superviser et à diriger une équipe d'agents du service clientèle. Esprit créatif, pour être capable de trouver de nouvelles idées afin d'améliorer les normes de service à la clientèle. Capacité à travailler sous pression Compétences en matière d'organisation et de planification pour élaborer des politiques de service à la clientèle Capacité à établir et à maintenir des relations durables avec d'autres départements, des partenaires commerciaux clés et des organismes gouvernementaux. Compétences informatiques avancées (familiarité avec les outils de gestion de projet, par exemple Jira, Confluence, et niveau avancé d'Excel).Qualifications et exigences du poste :
Expérience antérieure en tant que superviseur/responsable de compte/management depuis au moins 5 ans pour une équipe de 15+. Diplôme universitaire de préférence. Connaissance du service client et de l'administration Expérience dans le secteur (commerce électronique) Doit être situé à Montréal, QC et capable de se rendre au bureau sur un modèle hybride. Excellentes capacités de communication en anglais et en français, tant à l'oral qu'à l'écrit.Ce que nous offrons :
Salaire competitif. Journées personnelles payées Assurance santé comprenant une assurance médicale, dentaire, vision et vie Des collations et des boissons saines Environnement de bureau calme, propre et récemment construit Situé à 5 minutes à pied de la station Du College (ligne orange) et offrant un parking gratuit Des postes de travail ergonomiques et les meilleurs outils mis à votre disposition. Collègues, respectueux et amicaux. Une culture forte qui encourage les réalisations collectives et permet la progression individuelle.-
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