416.218.1112
Beyond Bilingual Inc.
Published
December 2, 2022
Location
Toronto, Canada
Category
Job Type
Job ID Number
BBB123
Candidate must be Bilingual
Yes
Job Function
Management

Description

Bilingual Customer Care Manager

Full-Time-PERM

Location: Toronto (100% On Site)

Hours: 8:00am-4:00pm, OR 9:00am-5:00pm, OR 8:30am-4:30pm

Salary: Up to $100K with a bonus of 9% - paid out annually

 

About Us

Our client is an industry leading Canadian company that manufactures, distributes, and markets category-leading products for the automotive, commercial heavy-duty, and industrial markets.

 

PERKS:

· Medical and dental starting from day 1

· Growth potential to more senior Management roles

· CSR department is not a call center

· 3- or 4-weeks vacation

· One floater day

· Modern open space with bright windows, newly renovated

· Strong team approach

· Fun and dynamic work environment!

· Pension Plan 6%

 

Job Overview

The Customer Care Manager manages the day-to-day activities of the team to ensure that customers receive prompt and efficient service. The incumbent works to provide a high level of customer service while maximizing gross profit. Responsibilities also include assignment of work tasks/priorities, as well as coaching and developing team members to strive for superior customer service standards and to cross/up-sell on all customer touch points.

Responsibilities

  • Manage the day-to-day activities of the Customer Care team. Provide leadership to the team with appropriate direction, coaching and development to team members.
  • Ensure team and individual priorities are set and achieved. Establish KPI’s and develop and set monthly sales objectives for Team members.
  • Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change as required.
  • Ensure staff receive adequate sales and technical sales training along with operational process and procedures guidance.
  • Assist team members in resolving challenges associated with customer service, product availability, price, product, and product delivery.
  • Work with customers as a point of escalation to resolve issues and challenges to improve the customer experience.
  • Works with Sales Managers and their sales teams to ensure customer strategy is executed within the Customer Service team.
  • Help develop actions in support of territory and account strategies to support and attain targets in assigned territories.
  • Focus the sales effort around identifying and fulfilling customers’ current and future needs, utilizing solution-selling models for inbound and outbound calling.

Skills Required

  • Bilingual (French/English)
  • Superior PC and Microsoft Suite skills. Familiarity with Microsoft Dynamics AX would be an asset

Experience Requirements

  • 4-7 years related experience in supervising a customer related environment, including customer service strategy and customer cycle. (Team of CSR Product OM/Inside Sales)
  • Previous people management experience required.
  • Experience with forecasting and managing call stats and results.

Education Requirements

  • Post-secondary education required
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