Customer Care Supervisor

2943263 Canada Inc. (Cruise Connections Canada); Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Care Supervisor to enhance guest satisfaction and loyalty. This role involves leading a team to deliver exceptional service, analyzing customer service trends, and implementing innovative solutions to improve performance. With a focus on continuous quality improvement and financial performance, you will be instrumental in shaping the customer experience. Join a leading cruise retailer that values its employees and offers a supportive environment for professional growth. If you are passionate about customer service and leadership, this opportunity is perfect for you.

Benefits

Extended Health Insurance

Dental Insurance

4% Vacation Pay

Qualifications

• Minimum 1 year of customer service experience in a contact center.
• In-depth knowledge of customer service principles and software.

Responsibilities

• Lead delivery of exceptional guest experience and increase satisfaction.
• Recruit, train, and coach customer service staff.

Skills

Customer Service

Supervisory Skills

Problem Solving

Communication Skills

Social Media Proficiency

Education

College Courses in Customer Service

Tools

Customer Service Software

CRM Tools

MS Office

Job description

Volunteer Experience · Work Experience · Work & Career

Company: 2943263 Canada Inc. (Cruise Connections Canada)

Business & Physical Job Location: 604-1201 West Pender Street, Vancouver, BC, V6E 2V2

Job Type: Full-Time - permanent (40 hours per week)

Wage: $35/hr

Overtime: None

Vacation: 4% vacation pay on the premise of 2 weeks vacation per year.

Start Date of Employment: As soon as possible

Benefits: Extended Health, Dental insurance

Cruise Connections is one of Canada’s largest cruise retailers and a member of CLIA (Cruise Line International Association). We are looking for an experienced Customer Care Supervisor to lead the delivery of an exceptional guest experience for its valued clients. The goal is to continually increase guest satisfaction, loyalty, and retention.

Job Requirements:

1. Completion of college courses in Customer Service or equivalent
2. Minimum 1 year of Customer service experience in a contact center environment
3. Supervisory experience
4. In-depth knowledge of customer service principles and practices
5. In-depth knowledge of customer service software, databases, and CRM tools
6. Proficient in MS Office applications
7. Current with relevant technology trends and applications
8. Experience in the use of social media platforms

Job Description:

1. Service Excellence: Achieves customer service objectives by preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.
2. Financial Performance: Meets customer service financial objectives by identifying revenue opportunities through the sale of ancillary services and other add-ons; preparing an annual budget; analyzing variances; initiating corrective actions.
3. Determines customer service requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information and applications.
4. Continuous Quality Improvement: Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change.
5. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
6. Innovation: Seeks to continually improve Key Performance Indicator (KPI) scores, customer retention, and advocacy through the use of automation and other elements of innovation.
7. Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

How to apply: Please send resume by email to [e-mail]

We thank all applicants for their interest in this position. However, due to the anticipated high volume of applications, only those who are shortlisted will be contacted.

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