Job Description: We are seeking a skilled and experienced Customer Service Manager to join our team in Oshawa. As a Customer Service Manager, you will be responsible for overseeing the entire customer service department, ensuring the delivery of exceptional customer service and satisfaction. You will play a critical role in leading and developing a team of customer service representatives, implementing strategies to enhance customer experience, and driving continuous improvement within the department. Responsibilities: Manage and lead the customer service department, setting performance goals and objectives. Develop and implement customer service policies and procedures to ensure efficient operations. Provide guidance and support to customer service representatives, promoting a positive and collaborative work environment. Monitor and evaluate team performance, providing coaching and feedback for improvement. Handle escalated customer issues and ensure prompt resolution. Analyze customer service metrics and implement strategies to enhance customer experience and satisfaction. Collaborate with other departments to address customer concerns and improve overall service delivery. Stay up-to-date with industry trends and customer service best practices. Requirements: Previous experience in a customer service management role, with a proven track record of success. Excellent leadership, communication, and interpersonal skills. Strong problem-solving and decision-making abilities. Proficiency in using customer service software and systems. Flexibility to work in shifts, including evenings and weekends. Strong organizational skills and attention to detail. Knowledge of the target industry and products/services may be advantageous. Ability to analyze data and make data-driven decisions. Collaborative mindset to work effectively with other departments and stakeholders.
Job Requirement: Previous experience in a customer service management role, demonstrating leadership and success in overseeing a team. Excellent leadership, communication, and interpersonal skills to effectively manage and motivate a customer service department. Strong problem-solving and decision-making abilities to handle escalated customer issues and implement effective solutions. Proficiency in using customer service software and systems. Flexibility to work in shifts, including evenings and weekends, as required for department management. Strong organizational skills and attention to detail to ensure efficient operations and customer satisfaction. Knowledge of the target industry and products/services may be advantageous. Ability to analyze customer service metrics and make data-driven decisions to improve customer experience. Collaborative mindset to work effectively with other departments and stakeholders to address customer concerns. Passion for delivering exceptional customer service and driving continuous improvement.
