Customer Services Manager

4 weeks ago

Toronto, Canada Barco Full time

We are currently hiring for a Global Technology Services Manager. The position is onsite at our Atlanta facility (Duluth, Georgia). 

Function

The Global Technology Services Manager will manage the Global Technology Services team against agreed service level agreements and/or other set criteria which could exist across various divisions in a region or named accounts. 

Key Responsibilities

• Manage a team of (remote) technical support engineers and ensure that agreed targets are met and appropriate qualitative standards achieved.
• Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers. 

• Prepare related reports for management to monitor costs, revenue, or related metrics. 

• Implement methodologies to improve first call resolution.

 • Ensure processes are adequately executed.
• Guide team members towards a customer-centric approach. 
• Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
• Analyze technical support desk activity and make recommendations for increased organizational efficiency and effectiveness.
• Handle escalation of service issues from customers, service partners or internal contacts.

• Organize assistance from other parts of the organization.

• Ensure customer communication and define all required actions to regain customer confidence and satisfaction.
• Interface with Field Service Team, R&D, and product management, as well as Sales & Marketing, in order to ensure timely resolving of customer problems.
• Implement staffing and scheduling models to ensure guaranteed coverage to the business.
• Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support.

• Provide regular performance coaching of staff to ensure highest levels of performance for the team. 

• Participate in svc related improvement projects or becomes specialist in a certain domain

Education:

Bachelors, Masters degree, or equivalent experience

Experience:

Min 5 years experience in service environment Minimum 2 years experience as a people manager required

Competencies:

Good technical basis and product knowledge Independent with excellent communication skills dealing with customers and other (internal) stakeholders Aptitude for critical thinking and improvement suggestions

Are you excited to dive into a new challenge?

Don't hesitate to apply


Nearest Major Market: Atlanta

  • Customer Service Representative

    6 days ago

    Toronto, Ontario, Canada Zedd Customer Solutions Full time

    About the RoleLocated in the Scarborough area, this position involves making and/or receiving telephone calls on behalf of our clients. As a bilingual representative for Zedd Customer Solutions, you will perform according to established quality assurance standards and within guidelines set forth by the company and the client.Key ResponsibilitiesContact new...

  • Multilingual Sales Representative

    4 days ago

    Toronto, Ontario, Canada Zedd Customer Solutions Full time

    Position Summary:We are seeking a highly skilled Multilingual Sales Representative to join our team at Zedd Customer Solutions in the Scarborough area. As a key member of our sales team, you will be responsible for making and receiving telephone calls on behalf of our clients, promoting products and services while meeting established quality assurance...

  • Customer Service Representative with Bilingual Skills

    1 week ago

    Toronto, Ontario, Canada Zedd Customer Solutions Full time

    About Zedd Customer SolutionsWe are a leading customer solutions provider seeking a highly skilled and motivated Bilingual Inbound Sales Representative to join our team in the Scarborough area.Job SummaryThis is a full-time opportunity for an individual who possesses excellent communication skills, a strong work ethic, and a passion for sales and customer...

  • Sales Representative

    4 weeks ago

    Toronto, Ontario, Canada Zedd Customer Solutions Full time

    **Job Summary:**Zedd Customer Solutions is seeking a highly motivated and results-driven Inside Sales Representative to join our team. As a key member of our sales team, you will be responsible for making and receiving telephone calls on behalf of our clients, promoting products and services, and meeting established sales goals.Key Responsibilities:Place and...

  • Sales Representative

    4 weeks ago

    Toronto, Ontario, Canada Zedd Customer Solutions Full time

    **Job Summary:**Zedd Customer Solutions is seeking a highly motivated and results-driven Sales Representative to join our team in the Toronto office. As a Sales Representative, you will be responsible for making and receiving telephone calls on behalf of our clients, performing according to established quality assurance standards and within guidelines set...

  • Sales Representative

    4 weeks ago

    Toronto, Ontario, Canada Zedd Customer Solutions Full time

    **Job Summary:**We are seeking a highly motivated and results-driven Sales Representative to join our team at Zedd Customer Solutions. As an Inside Sales Professional, you will be responsible for making and receiving telephone calls to existing and new customers, promoting our products and services, and meeting established sales goals.Key...

  • Enterprise Regional Sales Manager

    6 months ago

    Toronto, Canada Radware Bot Manager Full time

    Enterprise Regional Sales Manager - Toronto - (24000029) **What is the job**: - Prospect for new accounts across all verticals of Financial, Ecommerce, EDU, Gaming and Enterprise - Farm the regional base of active customers - up-selling and cross-selling. - Manage accounts to maintain a strong relationship with Radware and to keep them constantly appraised...

  • Product Manager, It

    5 months ago

    Toronto, Canada Bridgemarq Real Estate Services Manager Limited Full time

    Status: Full time About RPS Real Property Solutions - At RPS we thrive on finding incredibly smart home and neighborhood real estate intelligence and insights for our customers to help add value to the home journey, we find, understand, and overcome the barriers that keep the business from delivering a positive customer experience. We are a team who shares...

  • Project Manager

    5 months ago

    Greater Toronto Area, Canada Aquazen Services Full time

    Aquazen Services is a plumbing and mechanical company that services the condominum and commercial industry. Specializing in piping retrofits and drain cleaning maintenace for large buildings and our newest division of smart plumbing products and services. Aquazen is looking for a project manager to provide the following: - Asses mechanical drawings and...

  • Customer Experience Director

    1 month ago

    Old Toronto, Ontario, Canada ACCS - ARES Customer Care Solutions GmbH Full time

    About ACCS - ARES Customer Care Solutions GmbHACCS - ARES Customer Care Solutions GmbH is a pioneering digital lender dedicated to simplifying the borrowing process for individuals across Canada. Our user-friendly online platform enables loan applications and approvals to be completed in just a few minutes, making the lending experience more efficient and...

  • Customer Service Manager

    7 days ago

    Toronto, Ontario, Canada DUCA Financial Services Credit Union Ltd. Full time

    Job DescriptionDUCA Financial Services Credit Union Ltd.We are seeking a skilled Customer Service Manager to join our team at DUCA Financial Services Credit Union Ltd. As a Senior Member Service Representative, you will provide exceptional customer service and support to our members.Job Summary:To deliver outstanding customer service and support to our...

  • Customer Service Operations Manager

    1 week ago

    Toronto, Ontario, Canada BITTS Testing Services Inc. Full time

    Job DescriptionAt BITTS Testing Services Inc., we are seeking a highly skilled Customer Service Operations Manager to join our team. As a key member of our organization, you will be responsible for overseeing the day-to-day operations of our customer service department.Key Responsibilities:Authorize routine deposits and withdrawals, ensuring seamless...

  • Customer Care Manager

    5 months ago

    Toronto, Canada Neilson Financial Services Full time

    **Who we are?** An internationally tried and tested model of Life Insurance Sales with an ambition to revolutionize Canada’s Customer experience with easy-access, straight forward product offerings via TV and Digital Marketing. Neilson Financial Services is a multi-national Life Insurance intermediary, specializing in product development and customer...

  • Customer Care Manager

    6 months ago

    Toronto, Canada Neilson Financial Services Full time

    **Job Role**: **Who we are?** An internationally tried and tested model of Life Insurance Sales with an ambition to revolutionize Canada’s Customer experience with easy-access, straight forward product offerings via TV and Digital Marketing. Neilson Financial Services is a multi-national Life Insurance intermediary, specializing in product development...

  • Customer Service Representative

    5 months ago

    Toronto, Canada Maximus Services, LLC Full time

    **Description & Requirements** **About Maximus** Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South...

  • Customer Service Representative

    5 months ago

    Toronto, Canada Maximus Services, LLC Full time

    **Description & Requirements** **About Maximus** Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South...

  • Customer Service Operations Manager

    2 weeks ago

    Toronto, Ontario, Canada LI YANG INSURANCE AND FINANCIAL SERVICES INC. Full time

    Job SummaryLI YANG INSURANCE AND FINANCIAL SERVICES INC. is seeking a Customer Service Operations Manager to oversee the day-to-day activities of our customer service team.Key ResponsibilitiesCo-ordinate activities with other work units or departmentsEstablish work schedules and proceduresExamine and verify the accuracy of workIdentify workers' training...

  • Customer Service Operations Manager

    2 weeks ago

    Toronto, Ontario, Canada LI YANG INSURANCE AND FINANCIAL SERVICES INC. Full time

    Job SummaryAs a key member of the LI YANG INSURANCE AND FINANCIAL SERVICES INC. team, the Customer Service Operations Manager will play a pivotal role in ensuring the seamless coordination of activities across various work units. Key responsibilities include establishing work schedules, verifying the accuracy of work, and maintaining the operation of...

  • Customer Service Supervisor

    2 weeks ago

    Toronto, Ontario, Canada BITTS Testing Services Inc. Full time

    Job OverviewAt BITTS Testing Services Inc., we are looking for a skilled Customer Service Supervisor to join our team. As a Customer Service Supervisor, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.Key ResponsibilitiesTeam Leadership: Lead a team of customer service...

  • Customer Service Manager

    3 weeks ago

    Toronto, Ontario, Canada Ontario Inc. Full time

    Job Title: Customer Service ManagerJob Summary: We are seeking a highly skilled Customer Service Manager to lead our contact centre team at Ontario Inc. The successful candidate will be responsible for managing a team of customer service representatives, ensuring excellent customer experience, and driving business growth.Key Responsibilities:Manage a team of...