Role: Bilingual Customer Service Manager
Location: Vaughan, ON - 2 days WFH, 3 in-office
Pay: $30/hr - $33/hr
Schedule: Monday to Friday, 9AM - 5PM
Perks:
• Maximum bonus potential of 10% of the employee’s annual earnings (paid in April each year)
• 2 weeks’ vacation
• Benefits including Health, dental and vision after 3 months

Responsibilities:
• Reporting: Providing timely reports to management on team performance and identify issues along with possible areas of improvement
• Staff Training & Development: Meet with direct reports regularly to set and evaluate professional goals, provide coaching where appropriate, and conduct performance reviews on a semi-annual basis.
• Tickets & Chat: Responding to and resolving customer inquiries in a timely manner using professional language to ensure a positive customer experience.
• Inbound Phone Calls: Answer phone calls and respond to voicemails in priority sequence, providing customers with a friendly and positive interaction.
• Order Investigation & Escalation: Investigate order status’ per customer requests, identify potential fulfillment issues, and escalate for support as required to ensure customers receive their order within service level agreement timelines.
• This role manages 2-3 team members

Requirements:
• Minimum 1 year experience working in a Customer Service Manager position; handling escalations, developing process and training staff.
• Experience with Order management systems
• Exceptional communication skills in French and English (written and verbal)



Disclaimer:
This is currently for an active job opportunity.
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