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CUSTOMER SERVICE MANAGER - Jobs in TORONTO, Ontario

H.B.S Inc
Job LocationTORONTO, Ontario
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull time

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.​
  • Reportingamp; 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.​
  • Trainingamp; 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.​
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