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Richmond

    Client Services Manager or Director - Richmond, Canada - Targeted Talent

    Targeted Talent
    Targeted Talent Richmond, Canada

    Found in: beBee S2 CA - 3 weeks ago

    Targeted Talent background
    Full time
    Description
    Job Summary:

    The Client Services Manager/Director will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

    Duties/Responsibilities:
    • Help build the infrastructure and standard operating procedures for the department
    • Help create company guidelines particularly related to quality of service
    • Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
    • Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
    • Hire entry-level client service employees.
    • Train new employees in the company's customer service policies, procedures, and best practices.
    • Organize and oversee the schedules and work of the department.
    • Conduct performance evaluations that are timely and constructive.
    • Handle discipline and termination of employees as needed and in accordance with company policy.
    • Monitor or review calls or other correspondence between representatives and customers.
    • Ensure that representatives are informed about changes to company products and services.
    • Collect data and prepares reports on customer complaints and inquiries.
    • Prepare monthly reports summarizing the assigned client service team's performance.
    • Assist with budget preparation for the Client Service department.
    • Perform other related duties as assigned.
    Required Skills/Abilities:
    • Bachelor's degree in business, technology or similar
    • At least five years of client service experience required.
    • At least two years of experience in a supervisory role preferred.
    • At least two years of experience in customer service or customer success in the manufacturing industry
    • Excellent communication and presentation skills
    • Must be personable and enjoy working with people in an entirely customer-facing role
    • Knowledge of project management/delivery methods and tools
    • Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
    • Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
    • Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
    • Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
    • Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
    • Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
    • Experience with Salesforce (or other CRM) desired
    • Ability to travel (job requires up to 30% travel)
    • Comfortable working as needed in a remote environment with video-conferencing tools
    • Excellent management and supervisory skills.
    • Excellent verbal and written communication skills.
    • Extensive knowledge of customer service procedures and principles.
    • Organized with attention to detail.
    • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
    • Ability to coach and mentor client service representatives.
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