Customer Service Manager

Fastco•Vaudreuil-Dorion, QC

3d•Onsite

About The Position

Reporting to the Director of Sales, the Customer Service Manager is responsible for leading the Customer Service team to deliver a best-in-class client experience. This role ensures the efficient and profitable management of customer service operations while promoting customer satisfaction, loyalty, and retention. The Manager plays a strategic role in maintaining high service standards, optimizing internal processes, and fostering a culture of accountability, collaboration, and continuous improvement.

Requirements

Strong strategic thinking and leadership abilities.
Excellent analytical, problem-solving, and decision-making skills.
Calm and professional under pressure, particularly with difficult clients.
Highly collaborative with strong interpersonal and communication skills.
Positive, dynamic, and customer-focused mindset.
Bachelor’s degree in Business Administration or a related field.
Minimum of 3 years’ experience in customer service or a leadership role.
Fluency in French is required.
Proficiency in English is also necessary, as the role involves regular communication with clients outside Quebec.
Advanced skills in Microsoft Outlook, Excel, and Word.
Familiarity with customer service software and CRM systems (e.g., SAP).

Responsibilities

Define and communicate performance expectations clearly.
Oversee day-to-day team performance, offering coaching and recognition as needed.
Approve time off and manage schedules for direct reports.
Conduct annual performance reviews and support employee development.
Lead recruitment, onboarding, and training of new team members.
Plan and manage labor costs and staffing needs.
Promote internal communication and collaboration within the team.
Establish and communicate a clear customer service mission.
Champion customer-centric initiatives and service excellence.
Proactively and effectively manage customer concerns and complaints.
Maintain accurate documentation of customer interactions and complaints.
Monitor customer satisfaction and identify opportunities for improvement.
Keep up to date with industry trends and best practices.
Represent the department at relevant events and engagements.
Review and optimize internal processes and workflows.
Analyze key performance indicators (KPIs) and generate reports to monitor service effectiveness.
Develop and maintain customer service procedures and policies.
Ensure adherence to departmental budgets and optimize resource use.
Maintain organized workflows aligned with business priorities.