Customer Service Manager - Richmond Hill, Canada - Connex Telecommunications Inc.
Description
We are seeking a self-motivated, experienced and dedicated Customer Service Manager to join our team. This person should possess excellent customer service skills; these skills must be applied to both internal and external clients. A passion for technology will dictate success within our business sector.Responsibilities:
VIP Customer Service Department:
- Acts as the customer advocate for VIP Clients in working towards resolution of servicing issues and attaining additional insight / information.
- Follows up with Connex departments daily on behalf of customer.
- Identifies areas of improvement in corporate processes to better service VIP Clients.
- Coordinates and leads monthly Connex Service Meetings with VIP Clients to discuss Repair and MAC performance, ongoing projects, relationship improvement areas.
- Improving the customer experience.
- Preparing all customer required reports.
Customer Retention Department:
- Develops and refines corporate retention strategy with overall objective of increasing overall retention of current client base.
- Coordinate Know Your Client meetings with Account Executives to review relationship, and identify flight risks.
- Directs Customer Service team activities in order to improve Connex
- Client relationship.
- Conducts primary customer research through annual customer satisfaction surveys.
Experiences/Skills Required:
- Ability to work independently and as a team player
- Exceptional communication skills, both verbal and written, at decision maker levels
- Advanced level of MS Office and PC proficiency
- Knowledge of the telecommunications industry
- Demonstrated competency in determining and analyzing customer needs and recommending solutions.
- Aptitude for customer service
- French an asset
- Exceptional Excel skills
Desired Skills/Experience:
Technical
- 5 years experience in the telecommunications field.
- 3 years customer relationship management / customer service
- Business Administration degree/education.
- Other telecommunication related education
- Works on a daily basis with the Sales, Customer Service departments, and Customers.
- Works on a weekly basis with Sales Support, Finance, Technology Solutions departments.
We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.
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