Customer Service Manager - Mistissini, Canada - Morgan Philips Executive Search

Description

Morgan Philips is pleased to assist the Nibiischii Corporation in recruiting for the position of Customer Service Manager. The organization is responsible for two wildlife reserves covering over 24,000 km2, including thousands of lakes and several spectacular rivers.

The Nibiischii Corporation is an organization established by the Cree Nation of Mistissini to provide year-round tourism experiences that highlight the natural resources and the pride, generosity, and cultural richness of the Cree people. With the support of partners in the tourism and indigenous sectors, the Corporation is working towards financial self-sufficiency by developing and diversifying its offerings for all four seasons. All attractions and excursions are based on the principles of sound management and responsible development, with an emphasis on the conservation of wildlife and the protection and enhancement of Cree culture.

SUMMARY

The Customer Service Manager contributes to the achievement of the mission and maintenance of a strong organizational culture based on the values of the Nibiischii Corporation. Reporting to the General Manager and working closely with the team members, the incumbent is responsible for all activities related to customer service and coordination of the Rupert and Mistissini reception offices.

The person will be responsible for the efficient operation of the services (human, administration, operation, communication) and will ensure continuous improvement. As a manager, the person will supervise the reception staff and ensure support during peak periods, participate in the development of strategic and organizational development of the Corporation. The reservation system is under the responsibility of the position, as well as the promotion of the Nibiischii Corporation, ensuring that communication tools are of high quality and relevance.

MAIN RESPONSIBILITIES

Customer Service

• Receive, inform, guide and advise clients on products, activities and services offered by the Wildlife Reserves;
• Actively support the visibility of the Corporation by managing development projects;
• Receive and handle customer complaints, suggestions and feedback;
• Ensure that promotional materials are available and relevant at all times;
• Respond to inquiries (phone, email and social media).

Reservation System Management

• Manage the reservation system, ensuring its proper functioning and continuous improvement;
• Provide and monitor training on the reservation system.

Customer Communication

• Conduct customer surveys and collect data and statistics;
• Contribute to website updates and social media presence;
• Update information guides and prices on partner platforms (Bonjour QC, Camping QC) and ensure membership renewals;
• Monitor promotional activities.

Administration

• Acting as a resource person and ensuring the smooth operation of the Rupert and Mistissini reception offices;
• Manage general office supplies;
• Manage computer equipment;
• Update equipment records, verify access rights, enter data and deposits;
• Participate in the preparation and ordering of promotional materials and monitor inventories;
• Ensure management of employee uniforms;

Management and Training

• Manage, supervise and train the customer service team to achieve customer satisfaction and business development goals;
• Supervise and support front desk staff during the summer and handle callbacks and messages during the off-season.

SKILLS AND QUALIFICATIONS

• Hold a college or university degree in a relevant field;
• Have a minimum of two years experience in a similar position;
• Have experience managing employees;
• Be a positive leader with good customer service and conflict management skills;
• Be organized and responsible;
• Demonstration of judgment, discretion and adaptability;
• Have a good knowledge of the territory, wildlife areas, and provincial hunting and fishing regulations;
• Have excellent skills in Microsoft Office suite and office software (knowledge of Acomba accounting software is an advantage);
• Bilingual (French and English);
• Knowledge of Cree language is an asset.

BENEFITS

• 5-day work week, flexible schedule. Possibility to work occasional weekends or evenings;
• Pension plan;
• Work/life balance, possibility of telecommuting during the off-season;
• Group insurance;
• Vehicle provided for travel to the Rupert office.

How to apply

Please send your resume and cover letter to