Bilingual Customer Service Manager - Vancouver, Canada - Fresh Prep Foods Inc

Fresh Prep Foods Inc

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who We Are
Meet Fresh Prep — Western Canada's most convenient and sustainable meal kit delivery service.

As a certified B Corporation, we make convenient eating healthy and sustainable for the communities we operate in. We source quality local ingredients whenever possible, and deliver in reusable, recyclable and compostable packaging. We offer 10 chefcreated meal kit recipes each week, with options for many lifestyles and preferences including vegetarian and vegan.

In the past few years, we have collected many awards and recognition for our continued pursuit in being a leader in both customer and employee satisfaction.

Some awards include The Georgia Straight's Golden Plates, 23rd and 24th Annual Best of Vancouver award for Best Meal Kit Service, BC's Top Employers 2023, Top SME 2023, and Climate Smart.

Fresh Prep also placed on The Globe and Mail's prestigious 2023 Canada's Top Growing Companies list.

Who You Are:

Reliable & Dependable. You like to see a job well done and will ensure that things are done the "right" way. You show up for all scheduled shifts on time and ready to work.
Self Starter. You are comfortable owning a task from start to finish and you take the initiative to make continuous process improvements. You observe strict deadlines and hold yourself accountable for your deliverables.
Collaborative Team Player. You are motivated by collaborative team task achievement and driving a resultsoriented culture.
Strong Communicator. Your verbal and written communication skills allow you to get results across easily and quickly, in a friendly and professional manner.

What You'll Be Doing:

You'll lead a team of Customer Service Representatives, Leads, and Supervisors, providing mentorship, coaching, and expertise to help them develop their own careers while supporting company goals. You'll liaise with every department in the company to communicate customer feedback and contribute toward process improvements that have the customer experience in mind. You'll be the goto person for hightouch escalations, which you'll handle with compassion and professionalism using your conflict resolution skills You'll design, develop, and document Customer Service policies, processes, and standard operating procedures You'll share and develop ideas for continuous improvement of company operations, and will contribute to crossfunctional projects with your unique understanding of our customer's needs You'll hold your team accountable for KPIs like customer satisfaction, response time, missed call rate, and handle time, driving performance and success on your team as an inspiring leader With the support of your manager and the marketing team, you will write customerfacing communications including response templates, delivery updates, and knowledge base articlesYou'll become an expert with our customer service platforms and will lead projects to help us leverage new features and technologies
What We Are Looking For:

Bilingual English/French, able to fluently speak, read, write, and problem
solve in both languages

35 years of experience in Customer Service roles in a mid
or largersized organization showing progressive development Minimum 2 years of experience in a leadership role; experience leading team members remotely is an asset Strong organizational skills and exceptional time management skills Ability to handle pressure and conflict Ability to adapt and formulate new plans as contingencies arise Selfmotivated, with leadership skills and a high energy outlook Very strong written and spoken communication skills Able to perform basic calculations, with experience analyzing and presenting data using spreadsheets, pivot tables, and dashboards A short skilltesting assignment will be part of the interview process; we encourage you to be honest about your skills Ability to work individually and as part of a team High level of integrity and work ethic Ability to work overtime occasionally as needed
What You Can Expect $70,000 $75,000 per annum An inclusive, fun workplace filled with fantastic colleagues. We're a certified B-Corporation and our team is passionate about making a positive difference (and also about food) The ability to work a hybrid schedule from one of our HQs (Calgary, Vancouver, or Montreal) and from home Comprehensive health benefits (including medical, dental, vision and lifeinsurance) after 90 days of successful employment. Food Perks ____________

Qui nous sommes
Rencontrez Fresh Prep le service de livraison de troussesrepas le plus pratique et durable de l'ouest du Canada.

En tant que B Corporation certifiée, nous rendons la consommation pratique, saine et durable pour les communautés dans lesquelles nous opérons.

Nous privilégions des ingrédients locaux de qualité chaque fois que possible et livrons dans des emballages réut