Manager, Customer Service & Retention - Jobs in Toronto, ON

Job Description

Who Are WeAs one of Canada’s leading telecommunication innovators, we’re constantly introducing exciting new telecommunication technologies and applications that appeal to avid mobile and Internet users. We specialize in Internet services, Voice over IP (VoIP), long distance and mobile for residential and business customers.How do we value our employees

• Competitive benefit package
• Attractive employee discount
• Full Kitchen with free coffee & espresso
• Fully equipped on-site gym with showers on-site
• Creative social committee hosting regular company events
• Free parking for all employees
• Unique entrepreneurial culture

Who are we seeking to join our teamWe are currently seeking a “Customer Service & Retention Manager” to join our team at the North York head office.You will contribute to the team by performing the following:

• Monitor all Customer Services Associates and Team Leads to maintain department service levels and a high level of internal and external customer satisfaction.
• Supervise the volume of incoming calls, service tickets and correspondence.
• Monitor and evaluate the quality of problem resolution, customer interaction and behaviour of the team members.
• Maintain and manage team KPI’s and ensure Customer Churn is is below established objectives
• Provide consistent and reliable support to the offshore staff in areas of trouble resolution and operations including:
• Resolving escalated external customer complaints
• Survey team morale and resolve employee complaints (This role is the 2nd point of contact for the team).
• Act as a liaison between Customer Service and other departments to provide resolutions to customer inquiries and problems; escalate issues as needed; serve as escalation point for difficult customers that enter the head office; assist Resolution Specialists in resolving problems.
• Review Quality Assurance reports and ensure they are accurate and provide coaching and calibration.
• Document new product information, assist in customer service scripts, provide and coach staff on techniques to enhance first call resolution
• Assist with staff motivation through various incentive programs.
• Participate in Quarterly and Annual departmental evaluations, including strengths and areas of opportunities.
• Be on call to assist after hours via a mobile device.
• Have a “Customer is First” attitude!

What do you bring to the team

• 3 - 5 years of experience in Managing a Customer Service Team
• Experience in Managing an offshore Team
• Secondary School Diploma
• College Diploma or Certificate in Call Centre Management
• Working knowledge of web browsers like Google Chrome, Internet Explorer, Mozilla Firefox
• Basic knowledge of Telecommunications
• Strong knowledge of MS Word & MS Excel, MS Outlook
• Strong interpersonal skills for effective interaction with Escalated Customers
• Professional and friendly with exceptional customer service skills with the ability to persuade and negotiate
• Ability to lead in meetings, conduct and lead discussions as well as presentations
• Advanced oral and written communication skills with the ability to respond to customers inquiries via telephone as well as email in a professional and efficient manner.

• Please note that the selected candidate is required to successfully complete a background check.

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Comwave will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.We thank all applicants for their interest, however, only applicants selected for an interview will be contacted.Quick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job
• SimplyHired OnDemand

Stay Connected