Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Customer Service Team Lead managing escalations, quality, schedules, and CSR support. Delivering customer experience solutions for pharmaceutical, healthcare, food, and consumer brands.
Responsibilities
- Act as a resource to Customer Representatives and provide feedback on consumer interactions
- Serve as the first point for escalation and follow up with the manager as needed
- Assist in monitoring completeness and accuracy of assignments
- Help meet or exceed overall group productivity targets
- Perform quality checks of documented interactions in the appropriate system
- Provide feedback on grammar and high-quality work according to program SOPs
- Assist management with training initiatives and updates of materials
- Maintain a monthly QA average of 90% or above
- Prepare the weekly CSR schedule in the absence of the Supervisor or Account Manager
- Communicate with management about absences, lateness, breaks, and time off
- Support new hires and share information and resources
- Perform front-line agent duties, including phone, email, and social media, as needed
- Perform other duties as assigned
Requirements
- Minimum of 2 years customer service experience and demonstrated leadership ability
- Experience providing customer service online across multiple channels (email, social media & chat)
- Excellent writing skills and verbal communication skills
- Experience with social media management
- Knowledge of differences between Canada and US grammar
- Knowledge of Canadian employment practices
- Knowledge of Canadian geography
- Ability to work evenings or weekends as needed
- Knowledge of basic software/hardware troubleshooting
- Bilingual (English/French) is considered an asset
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Degree requirement
No Education Requirement
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