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
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