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Customer Service Manager | CareerAIM

Customer Service Manager
Date Posted
Friday, May 10, 2019
Markham, ON
Employment Agencies, Contract Companies
Our client in Markham, ON is looking for a Customer Service Manager to join their team. This is a hands-on role requiring active participation in the day-to-day activities of the department. The successful candidate will model values and behaviors to achieve service excellence, meet and exceed organizational objectives. The Customer Service Manager will be responsible for identifying process improvement areas to improve both the external and internal customer experience.

Customer Service Manager Responsibilities:
-Work with Senior management team to develop and implement a best in class service model, balancing the needs of the customer and the Company. Identifies and eliminates barriers to accuracy, productivity and quality.
-Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution.
-Develops and monitors Key Performance Indicators (KPIs) for the department.
-Manage staff performance through formal performance evaluations, coaching, mentoring, and discipline when required though on-going feedback. Provide training and ongoing coaching to the employees to maintain high levels of satisfaction, productivity and quality through effectively utilizing available rewards and recognition channels.
-Conduct investigations and self-audits on a regular basis. Where audit activities have revealed vulnerabilities, ensure identification of root cause and implementation of corrective measures to address root cause.
-Identifies opportunities to make system and process changes to improve overall effectiveness.
-Act as primary point of contact for customer escalation.

Customer Service Representative Qualifications:

-University/College diploma in Public Administration, Business Administration, Business Communication, or related field.
-5 years of demonstrated managerial experience in a customer service environment.
-A proactive, energetic and go-getter mental.
-Strong interpersonal skills including leadership, conflict resolution and team building abilities. A proven coach and motivator with the ability to gain the trust of a team and guide their work.
-Proven ability to direct a team working in a fast-paced customer service environment to ensure accuracy, compliance, and a team culture of excellence.
-Strong proficiency in Microsoft Office - Excel, Word, Outlook, PowerPoint;
-Ability to drive positive change in both processes and systems and culture.

If you are interested in this Customer Service Manager job in Markham, ON please apply now!