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Bilingual Customer Service Supervisor ~ Brampton, Ontario ~ Nevian Consulting & Placement Services
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Bilingual Customer Service Supervisor
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The Bilingual Customer Service Supervisor is responsible to coordinate activities and special projects at the Customer Service Center within a call centre environment. Supervise staff within the framework of established customer service policies by performing the duties listed below.

 Responsibilities

  • Monitors calls to observe customer service representative’s quality of call, technical accuracy, and conformity to company policies. Give positive, constructive feedback after each monitor.
  • Resolves problems with order delivery date or service. Checks order posting for errors and adjusts if applicable. Process lost packages, corrections and refunds for customers.
  • Trouble shoots and resolves non-routine customer complaints.
  • Manage, analyze and collect key performance metrics for customer service using various programs.
  • Supervise special projects.
  • Train and supervise associates with computer system, products, procedures, questions and problems.
  • Communicates effectively with customers on escalated issues by phone or email regarding complaints, concerns and questions.
  • Determines work procedures, prepares work schedules, and expedites workflow. Monitors attendance.
  • Daily contact with numerous departments and/or management in Home Office and Distribution Centres regarding the operation of the customer service centre and the business needs of the company.
  • Operates a personal computer and appropriate software packages or equivalent.
  • Other duties might be assigned.
  • Directly supervises employees at the Customer Service Centre.
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
  • Responsibilities include assisting in interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

 Qualifications

  • Fluently bilingual in English/French
  • 2 years Management Experience in a Call Centre environment or previous experience as a team lead
  • Scheduling Experience
  • Ability to track and analyze call volume and handle time distribution patterns/ trends/ forecasts
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Solid knowledge of Microsoft application (Excel, Word). Excellent written, verbal, presentation and interpersonal communication skills.
  • Demonstrated ability to lead, motivate and direct associates.
     
  • English [Advanced], French [Advanced]


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