Phocus Contact Solution Inc Hiring for Customer Service Manager at Montréal, QC Full Time

Are you a fluently bilingual Customer Service Manager who wants the opportunity to make a significant contribution and grow your skills while working with a group of talented and driven co-workers? Do you have the rare combination of superb leadership and multi-tasking skills and the ability to motivate your team and make every customer feel like royalty? If so, then we want to talk with you.

More specifically:

• Managing the day-to-day operations of the customer service centre
• Continuously improving the customer service training manual and processes
• Establishing targets and performance metrics for the team and individual customer service reps, and monitoring progress
• Scheduling the team’s work hours and workflow (e.g. phone, live chat, emails) so as to optimize customer response time
• Delivering the best customer service experience by adapting as needed, testing new ideas and identifying & recommending improvements
• Handling escalated customer service issues and having a “soft touch” with customers so that we can constantly deliver on our 100%
• Customer Satisfaction Guarantee This is an inbound call center environment, so candidates must possess good computer skills, a winning attitude, and great communication skills.
• This is a high-energy and fast-paced environment, so candidates must possess good computer skills, a winning attitude, and great communication skills. This is a high-energy and fast-paced environment

Skills and Requirements:

• Minimum 3 to 5 years of experience in the flexible packaging industry or in customer service in a B2B manufacturing company.
• Experience in team management
• Experience in managing large account
• Capacity to travel occasionally
• Strong communication skills, both oral and written Bilingualism (French and English)
• Strong conflict management Interest in the packaging and food industry

Some pack perks:

• Virtual health care & consulting services through
• Consult+ Every-day catered gourmet lunches, snacks, and hot beverages
• Company-paid cell phone & plan
• Flexible schedule and work-from-home options
• Paid vacation time-off including an office closure from December 24 to January 1 inclusively

Job Types: Full-time, Part-time
Part-time hours: 40 per week

Salary: $15.00-$35.00 per hour

Benefits:

• Company pension
• Extended health care
• Flexible schedule
• Flextime
• On-site parking
• Paid time off
• Work from home

Schedule:

• 10 hour shift
• 12 hour shift
• 4 hour shift
• 8 hour shift
• Day shift
• Evenings
• Holidays
• Monday to Friday
• Morning shift
• Night shift
• Weekend availability

Supplemental pay types:

• Bonus pay
• Tips

Work Location: One location