Customer Service Team Lead - Mississauga, Canada - DGN MARKETING SERVICES LTD

DGN MARKETING SERVICES LTD

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

POSITION:

Customer Service Team Lead

DEPARTMENT:

Sales

REPORTS TO:

President

SUMMARY OF WORK

PERFORMED:

Manage the CSA group and assign staff according to daily work demands)

QUALITY OBJECTIVE:

To work with the Account Managers to ensure that the Customer Service team is maintaining Quality Control with order management and communications between clients and DGN.

SPECIFIC DUTIES:

Handling customer complaints via use of SER, NCR forms;

championing of latter through DGN system.

Continue the use of the DGN Kilters Customer Service Ticketing Form to keep track of all complaints from DGN Kilters customers who have wished to speak to a Manager (must be responded within 2448 hours and resolve complaint with firstresolution rate)
Manage CS dashboard on a monthly basis to see trends and level of service percentages
Ensure proper coverage of accounts and setting a Team Schedule when necessary within the CS department

- monitoring all CS inboxes to ensure all items are actioned

Training of CSAson accounts as to product knowledge, specific account system requirements.
Accurate issuance of paperwork within DGN.
Checking and approval of distribution total studies.
Ability to prioritise to meet multiple client deadlines.
Full compliance with policies & procedures, ISO standards.
Other tasks as assigned by your supervisor.

QUALIFICATIONS:

(Skills/Education/Experience)

Excellent communication (verbal & written), organisational and interpersonal skills

Bilingual English/French preferable.
Previous Customer Service experience.

Proficient using Microsoft Applications, (Excel, Word, Outlook etc.)

Job Types:
Full-time, Permanent

Salary:
$19.00-$21.00 per hour

Benefits: