Customer Service Specialist - Toronto, Canada - Water Babies

Description

Founded in the UK, Water Babies is the world's largest, most professional baby and toddler-swimming franchise business teaching over 54,000 babies and toddlers (Ages 0-5, our youngest client was just 1 day old) per week through an international network of 70+ franchise outlets across 6 countries; the UK, Ireland, Netherlands, China, Germany and Canada.

We aim to transform the experience of swimming into something magical that gives generations of our children the gift of a lifetime skill that while developing them cognitively and physically quicker than their peers is above all else memorable, inspiring and fun.

• To manage, record and report on complaints & customer feedback received and any relevant outcomes
• To attend at pools and provide customer service as needed.
• To coordinate and maintain our client administration operational procedures.
• To execute day to day operational interaction with our pool teams
• To take responsibility for the management of our CRM
• To track, record and manage incoming records from the pools
• To coordinate and direct the planned booking periods for the business
• To enhance the relationships with pools whenever possible
• To ensure all accidents are clearly documented, actioned and reported
• To be responsible for the coordination and reporting on the pool margins, utilization, customer retention, client numbers as part of the monthly/termly business planning review processes to meet the business KPI's
• To provide back up and support to the whole team
• Any other duties as may be deemed appropriate.

• Is able to independently manage their own time
• Can multitask
• Takes responsibility for solving problems as they arise
• Is able to create order and process
• Completes tasks with attention to detail and high standards

• Enjoys talking to lots of different people
• Gets a buzz from having lots of balls in the air at once
• Enjoys meeting customers' needs
• Likes to enthuse others about Water Babies

• Shows positive emotions to customers
• Remains calm with difficult customers
• Is able to understand the feelings of others

• Builds rapport quickly over the telephone
• Able to communicate clearly
• Can explain concepts simply and confidently

• 8 hour shift
• Monday to Friday

• Customer service: 1 year (preferred)

• Drivers License (preferred)