Bilingual Customer Service Supervisor

3 days ago

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Serefin

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We humanize the client experience in healthcare, contact centre, EAP, travel, rewards and recognition programs

Clinic • Virtual Health • Contact Center Services

201 - 500

Description

• We are currently seeking a Supervisor, Customer Service to join our multi-channel Contact Centre who will work remotely. • In this exciting and challenging Supervisor role, you will report to the Manager, Customer Service while leading a team of 15-20 Customer Service Representatives and a Team Lead. • The Supervisor is responsible to staff, develop, train and coach the team in delivering an exceptional customer experience in each interaction and monitor the team's ongoing performance levels. • Our ideal candidate is a decisive and effective communicator across a wide range of stakeholders who can motivate a team and possesses excellent verbal and written skills, superior organizational and multi-tasking skills with a can-do attitude who thrives in a fast-paced high-volume setting. • Facilitate the success and ongoing development of a customer service team sharing your expertise of client programs, policies and procedures in continuously striving for an exceptional customer experience and meeting customer service goals reflecting customer satisfaction and loyalty.

Requirements

• 1+ years proven experience as a Call Center Supervisor or similar supervisory position • 2+ years experience in customer service with a high standard of care and customer-focused mindset • Strong management and leadership skills and capable of efficiently managing workflow • Superior empathy and effective listening skills, ability to handle difficult or sensitive situations and skilled in conflict resolution, meeting the needs of both the customer and the business • Computer knowledge including advanced Microsoft Office Suite and previous experience with Five9, Verint and Saleforce software an asset • Proficiently bilingual, spoken and written - English/French • Exceptional inter-personal skills, proactive with a strong desire to coach, train and build skillsets to enhance team’s capabilities and maintain quality in all aspects of work • Adapt well to change and quickly and successfully, when necessary, shift priorities as needed • Proven time-management skills with the ability to work effectively and meet all deadlines • Analytical and critical thinking while solving complex problems, detail-oriented and keenly thorough • Must successfully complete initial training and you will also be required to attend ongoing training and educational sessions to develop and refine skills and performance • Varied shifts, flexible full-time schedule available - 24/7, 365 days per year including weekends

Benefits

• None