Customer Service Lead
(J-PRC-771)
Job category :
Sales / Customer Service
Location :
Montreal
Tasks descriptions
Hiring a Customer Service Lead for a rapidly growing retailer.
Responsibilities:
- Respond to customers daily, via email and calls.
- Oversee the customer service team, ensuring the highest level of service for retail locations across North America as well as for e-commerce inquiries.
- Identify customer needs and react in a timely manner, ensure issues, concerns and orders are taken care of efficiently.
- Collaborate with store operations and loss prevention when needed.
- Provide reporting on customer service, call quality, volume, recurring issues and more.
- Analyze and work to improve internal processes, to better the service for external customers.
Requirements
- Must hold a University Degree
- Bilingual (English/French, written and spoken)
- 3-5 years’ experience in retail, sales or call center environment
- Proficient in MS Office Suite
- Strong communication & problem solving skills
- Focused approach
- Pleasant, patient and friendly demeanor