Customer Service Supervisor
Introduction
Hello ! I'm Anissa, Recruitment Consultant for Fed Supply, an employment agency specializing in supply chain, logistics, transportation and customer service - offering temporary and permanent jobs in the Greater Montreal area. Our team, experts in Supply Chain and Logistics, speaks your language and evolves in your world.
Mission
We support a human-sized company specializing in the distribution of trendy products. My client's core values are based on the importance of human relations and a balanced lifestyle, for both employees and customers.
If you are passionate about fashion and are looking for a working environment where well-being and human values come first, this opportunity is for you!
Your responsibilities are :
Service Excellence: Ensure exceptional customer service, both online and in-store, by striving for continuous improvement and maintaining high quality standards.
Daily Supervision: Manage the customer service team on a daily basis, ensuring efficiency, customer satisfaction and compliance with company policies.
Performance Management: Monitor and analyze team performance (KPIs) and develop strategies to constantly improve results.
Quality Assessment: Regularly listen to agent calls to assess service quality, identify areas for improvement and provide constructive feedback.
Escalation Management: Handle complex customer interactions, by phone and e-mail, to ensure fast and efficient problem resolution.
Scheduling: Create and manage agent schedules to ensure adequate coverage and responsive, efficient customer support at all times.
Team Development: Provide coaching and mentoring to agents to improve their customer service and problem-solving skills, fostering their professional growth.
Team Communication: Organize regular meetings to share updates, best practices and discuss challenges, reinforcing team cohesion and efficiency.
Analysis and Reporting: Compile and analyze team performance reports and customer feedback to identify trends and adjust strategies.
Customer Loyalty: Develop strategies to increase customer loyalty by improving their experience.
Interdepartmental collaboration: Work with other departments to ensure a seamless customer experience and solve problems.
Multi-channel management: Ensure effective customer support via online chat, telephone and other channels, especially when staff are absent.
Store Support: Manage point-of-sale requests and complaints, and monitor merchandise returns and deliveries.
Your profile
- Completed college diploma;
- Minimum 5 years experience in customer service;
- Fluently bilingual (written, spoken).
- Ability to adapt and cope with change;
- Ability to work in a fast-paced environment.
- Organized, quick and meticulous;
- Autonomous and resourceful;
- Knowledge of Microsoft Office suite and websites.
