The Customer Service Manager (1 Year Maternity Leave Contract) will act as leader to the department, provide product/services information, and resolve any emerging problems that customer accounts might face with accuracy and efficiency. Your goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

• Oversee and lead small customer service/order entry team
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Follow requests from quote to order
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines, and policies

Qualifications:

• College or University Degree in related field considered an asset
• 3+ years of experience in a customer service environment preferably in a lead or supervisory role.
• As a frontline representative and lead, you are required to adhere to the highest levels of professionalism, tolerance, and conduct. This also holds true with your fellow workers and management
• Be an active participant in establishing processes and procedures throughout the whole company to ensure efficiency and optimization.
• Communication is a key to success. Making Senior Management aware of issues, answering requests and adhering to timelines is vital in the success of this position.
• The ability to be flexible as you might be asked to perform duties that fall outside of your job description
• Be accountable for your work and the time frames required to perform your position
• Follow Company Policies and Procedures

We appreciate the interest from all candidates; however, we will be contacting only those that best fit our clients requirements.

Terra Recruitment welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.