Customer Service Lead - Retail

Placements24; Kimberley; Hybrid; CAD 52,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Paid time off

Career growth

Job summary

Placements24 is seeking an experienced Customer Service Lead to guide its customer service operations for retail clients in Kimberley, BC. You will train and mentor representatives, resolve complex issues, and drive service excellence across the team.

You will leverage your strong communication and problem-solving skills to develop policies, monitor metrics, and collaborate with other departments to enhance the overall customer experience.

Qualifications

• Minimum 3 years of experience in customer service, with at least 1 year in a leadership or supervisory role.
• Proven experience handling difficult customer situations and resolving complaints effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles in a retail context.
• Ability to train and motivate a team.
• Familiarity with customer service software and CRM systems is advantageous for operations in Kimberley.

Responsibilities

• Lead and mentor a team of customer service representatives, providing ongoing training and performance feedback.
• Handle escalated customer complaints and complex service issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service policies and procedures to enhance the overall customer experience.
• Monitor customer service metrics and analyze feedback to identify areas for improvement.
• Collaborate with other departments to address customer concerns and improve service delivery.
• Ensure efficient operation of the customer service department, managing schedules and workload distribution.

Skills

Customer service leadership

Team mentoring

Communication

Problem-solving

CRM awareness

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and empathetic Customer Service Lead to guide their customer service operations for retail clients in Kimberley . This role focuses on ensuring exceptional customer interactions, resolving complex issues, and leading a small team to uphold the highest standards of service. You will be responsible for training and mentoring customer service representatives, analyzing customer feedback, and contributing to the development of service protocols. This is a key position for driving customer loyalty and satisfaction within the retail sector.

Key Responsibilities

• Lead and mentor a team of customer service representatives, providing ongoing training and performance feedback.
• Handle escalated customer complaints and complex service issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service policies and procedures to enhance the overall customer experience.
• Monitor customer service metrics and analyze feedback to identify areas for improvement.
• Collaborate with other departments to address customer concerns and improve service delivery.
• Ensure efficient operation of the customer service department, managing schedules and workload distribution.

Requirements

• Minimum of 3 years of experience in customer service , with at least 1 year in a leadership or supervisory role.
• Proven experience in handling difficult customer situations and resolving complaints effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices in a retail context.
• Ability to train and motivate a team.
• Familiarity with customer service software and CRM systems is advantageous for operations in Kimberley .

Benefits

• Competitive salary with potential for performance bonuses.
• Health and dental benefits package.
• Paid time off and company holidays.
• Opportunities for professional growth and leadership development.
• A supportive team environment focused on delivering excellent customer care.