647 674 4664
BSM 1223 Hamman Way, Milton, Canada
Follow us on

Client Support Manager

Full-time
Calgary, Alberta
Client Support Manager

View below the job description in addition to the application form.

Job Description:

The Client Support Manager will create and drive a vision and culture that which will enhance customer satisfaction. Primary duties will include overseeing service calls, sales order maintenance, conflict resolution, technical support, and culture development. Long term goals include; continuous process improvement, developing department leadership, survey customer feedback and ensure expectations are being met.

Responsibilities:

●Partners with the management team to align customer service department policies and systems with the company’s objectives.
●Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
●Measures Customer Service Reps performance by setting standards to meet service goals of company.
●Assists Customer Service Reps in troubleshooting orders that require special handling.
●Responds to customer inquiries and problem solving in a professional and effective fashion.
●Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.
●Oversees quality and quality of work produced insuring employees are held accountable and expectations are consistently met.
●Oversees customer issues and ensure effective and long-term problem resolution.
●Provides feedback to the company regarding service failures or customer concerns.
●Resolves escalated service centre issues for customers.
●Continually evaluate company policies to provide fair and consistent service to our customers.
●Responsible for employees’ training and development which includes leadership development
●Demonstrates leadership qualities consistent with management values and mission.
●Coaches Customer Service team in order to achieve high performance.
●Develops staff through performance management, goal setting, training, and effective employee relations.

Requirements:

●BA/BS degree
●2+ years in a management capacity with experience overseeing employees
●5+ Years of Customer Service Experience
●Contact centre management experience in a related or similar environment with a customer satisfaction focus.
●Prior experience with CRMs and KPI’s.
●Must be able to work some holidays as required to fulfill business and operating plans.

How to apply:

Interested candidates can share their resume at

  • anas.al-ademi@dmaglobal.net
  • kauser.gharatkar@dmaglobal.net
Unlimited Possibilities
Join more than 400 satisfied clients

As part of our Yemeni Canadian Club Contributions towards our members, we will support you to build your resume as per Canadian Standards