Customer Care Manager

Job Description:

We are seeking a dedicated and experienced Customer Care Manager to join our team at EY in Montreal, Quebec. As a mid-to-senior level position, the ideal candidate will have at least 6 years of experience in customer service or related roles. The Customer Care Manager will be responsible for managing a team of customer care representatives, handling escalated customer inquiries and complaints, and ensuring a high level of customer satisfaction.

Responsibilities: 1. Lead and manage a team of customer care representatives to deliver exceptional service to clients 2. Develop and implement customer service policies and procedures to improve overall customer experience 3. Handle escalated customer inquiries and complaints in a professional and timely manner 4. Monitor and analyze customer feedback to identify trends and make recommendations for improvement 5. Collaborate with other departments, such as sales and marketing, to address customer needs and concerns 6. Train and onboard new team members to ensure they are equipped to provide excellent customer service 7. Maintain accurate records of customer interactions and transactions 8. Develop and implement strategies to retain and grow customer relationships 9. Conduct performance evaluations of team members and provide feedback for improvement 10. Stay up-to-date on industry trends and best practices in customer service

Requirements: 1. Confident and reliable with excellent communication skills 2. Demonstrated ability to make sound decisions under pressure 3. 6+ years of experience in customer service or a related field 4. Proven track record of successfully managing a team 5. Strong organizational skills and attention to detail 6. Ability to multitask and prioritize in a fast-paced environment 7. Bachelor's degree in Business Administration or a related field is preferred 8. Proficiency in Microsoft Office and customer service software 9. Bilingual in English and French is an asset

Benefits: - Paid Time Off (PTO) - Parental leave - Free food

Working Environment: At EY, we value work-life balance and prioritize employee well-being. Our team-oriented culture promotes collaboration and growth opportunities for all employees.

Deadline to Apply: June 26, 2024

Equal Opportunity Statement: EY 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, age, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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