Online Customer Service Manager

Job Description:

As the Online Customer Service Manager at PCL Construction in Montreal, Quebec, you will be responsible for overseeing and managing all aspects of the company's online customer service operations. This role requires a high level of independence and adaptability, as well as strong people management and problem-solving skills. The ideal candidate will have at least 7 years of experience in a customer service management role.

Responsibilities:

- Develop and implement online customer service strategies to enhance the overall customer experience - Manage a team of online customer service representatives, providing guidance and support as needed - Monitor and analyze customer feedback and data to identify trends and areas for improvement - Collaborate with other departments to ensure a seamless and integrated online customer service experience - Handle escalated customer inquiries and complaints in a professional and timely manner - Lead training sessions for customer service representatives to enhance their skills and knowledge - Stay up-to-date on industry trends and best practices in online customer service

Requirements:

- Bachelor's degree in Business Administration or related field - 7+ years of experience in a customer service management role - Strong leadership and communication skills - Ability to work independently and adapt to changing priorities - Excellent problem-solving skills - Proficiency in online customer service platforms and tools - Experience with remote work flexibility

Benefits:

- Training & professional development opportunities - Parental leave policy - Remote work flexibility

Working Environment:

At PCL Construction, we are committed to supporting our employees in their personal and professional development. We provide a collaborative and inclusive work environment where employees can thrive and grow.

Equal Opportunity Statement:

PCL Construction is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

How to apply:

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