Customer Service Manager (Montreal) in Montreal, Quebec

CUSTOMER SERVICE MANAGER SSENSE is seeking an experienced Customer Service Manager who has a passion for customer service and a strong interest in fashion. The Customer Service Manager will be responsible for managing the customer service and fraud prevention teams and suggesting and implementing process improvements with the objective of delivering an outstanding customer experience. The ideal candidate will excel in a fast-paced and dynamic team environment. RESPONSIBILITIES Oversee and manage the customer service and fraud prevention teams Engage, motivate and coach team members to help them exceed objectives and provide outstanding service Forecast workload seasonally and estimate staffing needs accordingly to ensure that service levels and standards are met at all times Interview and hire potential candidates Develop the customer service procedures, policies and standards Participate in training of new hires and bring enhancements to the training program Implement and monitor a service excellence program; regularly provide feedback and report procedure updates to the team Suggest, participate in and execute projects to improve the department's efficiency and customer experience Liaise with other departments to execute inter-departmental projects Encourage team members' participation in such projects during low season Keep abreast of new promotions, products and services offered Verify that all outstanding customer service issues (payment and order processing, defects and damages, returns, shipping insurance claims, chargebacks) are communicated, processed and dealt with in a timely manner Coach the team to address opportunities for potential sales Monitor and report weekly on the team and team members' performance Handle escalated calls, contacts and fraud prevention cases REQUIRED SKILLS Minimum of 5 years of customer service experience, preferably in a call centre environment Minimum of 3 years of experience as a manager Strong English and French communication skills - verbal and written Demonstrated problem-solving and analytical skills Excellent time-management, organizational, and prioritization skills Strong listening and comprehension skills Great leadership skills Typing speed of 45 words per minute Proficient in Microsoft Office (Word, Excel and Outlook) Ability to multi-task and be detail oriented Adept at working effectively in a changing environment Fashion knowledge an asset Location: Montreal Compensation: To be discussed Principals only. Recruiters, please don't contact this job poster. Please, no phone calls about this job! Please do not contact job poster about other services, products or commercial interests.

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Category:  General  |  Address:  Montreal Quebec

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