Customer Service Supervisor

Hello ! I'm Anissa, Recruitment Consultant for Fed Supply, an employment agency specializing in supply chain, logistics, transportation and customer service - offering temporary and permanent jobs in the Greater Montreal area. Our team, experts in Supply Chain and Logistics, speaks your language and evolves in your world.

Bonjour ! Je suis Anissa, Conseillère en recrutement pour l'agence de placement Fed Supply, spécialiste par excellence dans les domaines de la chaîne d'approvisionnement, de la logistique, du transport, et du service client - proposant des emplois temporaires et permanents sur la Grande Région de Montréal. Notre équipe, experte en Supply Chain et Logistique, parle votre langage et évolue dans votre univers.

We support a human-sized company specializing in the distribution of trendy products. My client's core values are based on the importance of human relations and a balanced lifestyle, for both employees and customers.

If you are passionate about fashion and are looking for a working environment where well-being and human values come first, this opportunity is for you!

Your responsibilities are :

Service Excellence : Ensure exceptional customer service, both online and in-store, by striving for continuous improvement and maintaining high quality standards.

Daily Supervision : Manage the customer service team on a daily basis, ensuring efficiency, customer satisfaction and compliance with company policies.

Performance Management : Monitor and analyze team performance (KPIs) and develop strategies to constantly improve results.

Quality Assessment : Regularly listen to agent calls to assess service quality, identify areas for improvement and provide constructive feedback.

Escalation Management : Handle complex customer interactions, by phone and e-mail, to ensure fast and efficient problem resolution.

Scheduling : Create and manage agent schedules to ensure adequate coverage and responsive, efficient customer support at all times.

Team Development : Provide coaching and mentoring to agents to improve their customer service and problem-solving skills, fostering their professional growth.

Team Communication : Organize regular meetings to share updates, best practices and discuss challenges, reinforcing team cohesion and efficiency.

Analysis and Reporting : Compile and analyze team performance reports and customer feedback to identify trends and adjust strategies.

Customer Loyalty : Develop strategies to increase customer loyalty by improving their experience.

Interdepartmental collaboration : Work with other departments to ensure a seamless customer experience and solve problems.

Multi-channel management : Ensure effective customer support via online chat, telephone and other channels, especially when staff are absent.

Store Support : Manage point-of-sale requests and complaints, and monitor merchandise returns and deliveries.

• Completed college diploma;
• Minimum 5 years experience in customer service;
• Fluently bilingual (written, spoken).
• Ability to adapt and cope with change;
• Ability to work in a fast-paced environment.
• Organized, quick and meticulous;
• Autonomous and resourceful;
• Knowledge of Microsoft Office suite and websites.