Customer Service Manager - Remote Work

Job Description:

As a Customer Service Manager at CBRE Group, you will be responsible for overseeing the customer service operations for our remote team based in Toronto, Ontario. Your main goal is to ensure excellent customer service and satisfaction while leading a team of remote customer service representatives.

Responsibilities: 1. Develop and implement customer service policies and procedures for the remote team. 2. Train, mentor, and supervise remote customer service representatives. 3. Monitor and analyze customer service metrics and KPIs to identify areas for improvement. 4. Address customer inquiries, complaints, and escalations in a timely and professional manner. 5. Collaborate with other departments to resolve complex customer issues. 6. Develop strategies to increase customer satisfaction and retention. 7. Maintain accurate records and documentation of customer interactions. 8. Stay up-to-date on industry trends and best practices in customer service. 9. Conduct performance reviews and provide feedback to remote team members. 10. Work closely with senior management to achieve customer service goals and objectives.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. 5+ years of experience in customer service management. 3. Proven track record of leading remote teams to achieve customer service excellence. 4. Excellent communication and interpersonal skills. 5. Strong analytical and problem-solving abilities. 6. Negotiation skills to handle challenging customer situations. 7. Motivated and driven to exceed customer expectations. 8. Ability to work independently and collaborate with a remote team. 9. Proficiency in Microsoft Office and customer service software.

Benefits: - Profit sharing - Paid sick leave - Company-provided equipment for remote work

Working Environment: At CBRE Group, we encourage a culture of ongoing learning and development for personal and professional growth. Our remote team members have access to training programs, mentorship opportunities, and resources to support their career advancement.

Equal Opportunity Statement: CBRE Group is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. All qualified applicants will receive consideration for employment without regard to any of these protected characteristics.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.