Transmission Supplies Ltd.
Location
Calgary, AB | Canada
Job description
Job Title: Customer Service Manager
Job Overview:
The Customer Service Manager is responsible for leading and managing the customer service team to deliver exceptional service to customers. This role involves developing and implementing customer service policies, procedures, and standards, as well as monitoring and analyzing customer interactions to identify areas for improvement.
Responsibilities:
Team Leadership:
• Lead and motivate a team of customer service representatives.
• Provide coaching, training, and development opportunities for team members.
• Set performance goals and conduct regular performance evaluations.
Customer Service Strategy:
• Develop and implement a customer service strategy aligned with the company's overall objectives.
• Identify and implement improvements to enhance the customer experience.
• Collaborate with other departments to ensure a seamless and consistent customer experience across all touchpoints.
Policy and Procedure Development:
• Establish and enforce customer service policies and procedures.
• Ensure that team members are knowledgeable about company products, services, and policies.
Customer Issue Resolution:
• Handle escalated customer issues and provide effective solutions.
• Analyze customer feedback and implement changes to address recurring issues.
Metrics and Reporting:
• Monitor key performance indicators (KPIs) related to customer service.
• Prepare regular reports on customer service performance for management.
Technology Utilization:
• Leverage customer service technologies to streamline processes and improve efficiency.
• Stay informed about industry trends and advancements in customer service technology.
Customer Communication:
• Ensure timely and effective communication with customers.
• Develop and maintain positive relationships with key customers.
Training and Development:
• Conduct ongoing training sessions for customer service representatives.
• Keep the team informed about product updates, policy changes, and industry trends.
Qualifications:
• Proven experience in customer service management.
• Strong leadership and communication skills.
• Analytical and problem-solving abilities.
• Familiarity with customer service software and technology.
Additional Requirements:
• Ability to work flexible hours, including evenings and weekends if necessary.
• Strong commitment to customer satisfaction.
• Excellent organizational and multitasking skills
Interested Candidates can apply through LinkedIn or email resume and cover letter to [email protected]
Job tags
Salary
