CUSTOMER SERVICE MANAGER

H.B.S Inc; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

H.B.S Inc is seeking a Customer Support Manager and Client Services Manager to lead teams and enhance customer experiences. Candidates should demonstrate strong leadership, communication, and analytical skills, with relevant experience in the customer support domain. This role involves managing customer inquiries, improving service processes, and ensuring team performance.

Qualifications

• Experience in customer support and team management.
• Strong problem-solving and communication skills.
• Ability to analyze data for continuous improvement.

Responsibilities

• Manage and motivate a team of customer support agents.
• Monitor performance metrics and ensure service quality.
• Identify process improvements to enhance customer experience.

Skills

Team Leadership

Customer Focus

Communication Skills

Analytical Skills

Education

3+ years in customer support

1+ year in managerial role

Job description

PFSL Investments Canada, a subsidiary of Primerica, offers roles such as Customer Support Manager and Client Services Manager.While specific job descriptions may vary, these positions generally encompass the following responsibilities and qualifications : Customer Support Manager : Responsibilities : Team Leadership : Manage, train, and motivate a team of customer support agents to deliver exceptional service. Operational Oversight : Monitor performance metrics like response and resolution times to meet team goals and KPIs. Process Improvement : Identify areas for process enhancement, implement best practices, and streamline workflows to improve the customer experience. Customer Escalations : Address escalated customer issues and complex inquiries, ensuring timely and effective resolutions. Reporting & Analysis : Track and analyze customer support trends, prepare reports, and provide data-driven recommendations for service improvements. Cross-Functional Collaboration : Work with departments like sales, product, and technical support to address customer feedback and resolve issues. Training & Development : Offer ongoing training and coaching to enhance team performance and professional growth.

Qualifications : Experience : At least 3 years in customer support, with a minimum of 1 year in a managerial or supervisory role.

Leadership Skills : Proven ability to lead and motivate a customer support team. Customer Focus : Strong commitment to customer satisfaction with effective problem-solving abilities. Communication Skills : Excellent verbal and written communication abilities. Analytical Skills : Capability to analyze data and identify trends for continuous improvement. Client Services Manager : Responsibilities : Client Engagement : Assist clients in managing their accounts and products. Coordination : Serve as a liaison between clients and team members to help achieve client goals. Problem-Solving : Listen to client concerns, empathize, take ownership of issues, and collaborate on effective solutions. Data Entry : Utilize internal software for data input, assist clients in setting up online access, and review details with them. Qualifications : Experience : Client service experience is an asset. Training : Willingness to undergo training to become familiar with industry regulations. Work Hours : Availability to work 10-30 hours per week. Powered by JazzHR

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