Overview
We are seeking an experienced and dynamic Manager of Customer Services to lead our customer support team and enhance client satisfaction. The ideal candidate will possess strong leadership, project management, and communication skills, with the ability to oversee multiple projects and foster a positive customer experience. Bilingual proficiency in English and Spanish is highly desirable to effectively serve our diverse client base. This role offers an opportunity to contribute to strategic initiatives, improve service delivery, and drive continuous improvement within the customer service department.
Responsibilities
- Lead, supervise, and motivate the customer service team to achieve performance goals and deliver exceptional support.
- Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
- Manage multiple projects simultaneously, ensuring timely execution and quality standards are met.
- Analyze customer feedback and service metrics to identify areas for improvement and develop actionable solutions.
- Coordinate with cross-functional teams such as sales, marketing, and operations to align customer service initiatives with company objectives.
- Conduct regular training sessions to enhance team skills in communication, negotiation, and problem-solving.
- Oversee escalation processes and resolve complex customer issues efficiently.
- Prepare reports on departmental performance, trends, and insights for senior management.
- Foster a culture of continuous improvement through coaching, feedback, and recognition.
Requirements
- Proven experience in supervising or managing a customer service team with demonstrated leadership capabilities.
- Strong project management skills with the ability to handle multiple priorities effectively.
- Excellent communication skills in English; proficiency in Spanish is highly preferred.
- Analytical skills with the ability to interpret data and develop strategic action plans.
- Experience in customer service roles with a focus on client satisfaction and relationship management.
- Demonstrated negotiation skills to resolve conflicts and secure favorable outcomes for both clients and the company.
- Ability to work collaboratively across departments and lead teams towards common goals. This position plays a vital role in maintaining our company's reputation for outstanding customer support while fostering a positive work environment that encourages growth and excellence.
Pay: $85,000.00-$99,000.00 per year
Benefits:
- Casual dress
- Company pension
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Work from home
Work Location: Hybrid remote in Mississauga, ON
