Aosom Canada Inc, an eCommerce company, with direct importing products from our HQ in China. We are now looking for a Customer Service Manager to lead and enhance our customer service team. The Candidate will possess the motivational emotion with a focus on delivering exceptional customer service skills. Candidates must have call center experience managing a group of representatives that deal with the end-users. This position requires the ability to work in a fast-paced work environment, effectively manage work duties and assigned tasks, track, analyze, and report team performance, and develop and execute a path for team success. In addition, a strong work ethic and a willingness to be a team player
Responsibilities: (include, but not limit to)
Leads, trains and develops customer service team to perform standards and execute a path to success
Manage the team to efficiently handle contacts across email, phone, chat, text and in person
Handles of all the online and offline channels customer service duties
Assigns work duties to team members and keep track of daily performance to feedback for team members to abide by set work schedule
Provide clear and realistic goals to leads and agents to increase motivation, productivity and morale
Go above and beyond customer’s expectations by helping resolve customer issues in a timely and professional manner
Ensure compliance of policies and procedures as it relates to customer service
Resolve customer contacts; handle all escalated cases
Measure team performance, report KPIs (contact efficiency and ratings)
Manage important reviews and feedback from all channels and collect customer input and hence to have corrective actions accordingly
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