Job description:
Salary- $29.75 per hour for 30 Hours per week
Job type- Full-time, Permanent position
Location –Mississauga, ON L4T 0A7
Number of Vacancies - 1
Role Description
- Oversee and guide a team of customer service representatives, providing training, feedback, and support to ensure consistent service quality.
- Assist with escalated customer issues, applying problem-solving skills to find solutions and ensure customer satisfaction.
- Track individual and team performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
- Conduct regular quality checks on interactions (calls, emails, chats) to ensure compliance with company standards and regulatory guidelines.
- Gather and analyze customer feedback to identify trends, concerns, and opportunities for service enhancement.
- Collaborate with other departments (e.g., sales, marketing, product) to address customer issues and provide valuable insights for process improvements.
- Prepare and present regular reports to upper management, summarizing team performance, customer feedback, and key performance indicators.
- Mediate conflicts between team members and provide guidance on handling difficult customer interactions.
- Contribute to the development of customer service strategies and initiatives to enhance customer satisfaction and loyalty.
- Manage staffing levels, scheduling, and resource allocation to ensure adequate coverage during peak service hours.
- Stay updated on customer service tools and technology, utilizing them to improve efficiency and service quality.
- Stay informed about industry trends and best practices in customer service management, incorporating relevant insights into the team's approach.
Role Eligibility
- A CEGEP/ College degree is the minimum educational requirement for this job.
- Prior experience of 2 to 3 years in customer service or a related field is valuable.
- Demonstrated leadership abilities, whether through previous supervisory roles or team lead positions.
- Excellent English verbal and written communication skills are essential for effectively conveying information, addressing customer concerns, and providing guidance to the team.
- The ability to analyze situations, think critically, and provide solutions for both customers and team members is crucial in this role.
- One must have a genuine commitment to customer satisfaction and be skilled at handling challenging situations with a positive attitude.
- Building rapport with team members and collaborating with colleagues from various departments is important for a harmonious work environment.
- One needs to manage schedules, allocate resources, and oversee various tasks simultaneously while ensuring everything runs smoothly.
- The ability to adapt to changing circumstances, policies, and customer needs is vital in the dynamic field of customer service.
- Familiarity with customer service software, tools, and technology is often required to manage interactions efficiently.
- One needs to ensure that customer interactions and team activities align with established standards and guidelines.
- Efficiently allocating time to tasks, prioritizing responsibilities, and meeting deadlines are important for effective leadership.
- Coordinating IT support and have basic computer knowledge including MS Office.
To apply for this job, kindly send your resume to the email address given below. hr@meadowlinkemployment.com
