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    Customer Service Supervisor - Oakville, Canada - AppleOne

    AppleOne
    AppleOne Oakville, Canada

    Found in: Talent CA C2 - 2 days ago

    Default job background
    Description
    Customer Service Supervisor
    Brampton
    60k to 70k


    Perks:

    • Benefits
    • Vacation

    Duties:
    Reports to the Customer Service Manager.


    Supervisory Responsibilities:

    • Interviews potential entry-level customer service employees.
    • Trains new employees in the company's customer service policies, procedures, and best practices.
    • Organizes and oversees the schedules and work of assigned staff.
    • Conducts performance evaluations that are timely and constructive.
    • Handles discipline and termination of employees as needed and in accordance with company policy.
    • Manages a team of 9 customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
    • Monitors or reviews calls or other correspondence between representatives and customers.
    • Ensures that representatives are informed about changes to company products and services.
    • Collects data and prepares reports on customer complaints and inquiries.
    • Prepares monthly reports summarizing the assigned customer service team's performance.
    • Prepares knowledge-based documents such as summaries and responses to \frequently asked questions.
    • Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager.
    • Performs other related duties as assigned.

    Assets:

    • 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 demeanor.
    • Ability to coach and mentor customer service representatives.
    • Proficient in Microsoft Office Suite or related software.
    At least five years of customer service experience required.


    • At least three years previous experience in a supervisory role.
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