Customer Service Manager Job Vacancy in Wazo Furniture, Inc. Toronto, ON – Latest Jobs in Toronto, ON
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Company Name : Wazo Furniture, Inc.
Location : Toronto, ON
Position : Customer Service Manager
Job Description : About UsWAZO FURNITURE was founded in 2016 and is a leading furniture brand featuring Canada’s largest selection of solid wood tables; partnered with mid-century modern, bohemian, rustic and designer furniture. Having a sense for trends and an eye for beauty and art, we know that it is all about the product that we sell, and the service standard that we believe in, that has positioned so well with our customers.Wazo has seen explosive growth since opening and continues to deliver an exceptional e-commerce and online focus allowing us to compete at the highest level. Customers that choose to have a more direct “one-on-one” relationship will enjoy a low-stress and pleasant in-store experience at one of our 2 designer showrooms.With distribution centres in North York and Montreal we are planning aggressive growth in both store count and organizational focus.Now, we are looking for an experienced, knowledgeable and energetic individual to lead our Customer Service team with a dedicated focus on continuously improving the overall customer experience and meeting or exceeding our customers’ expectations.The Role: Serve customers by planning and implementing call centre strategies and operationsDetermine ways of improving systems and processes to provide the best customer experienceMonitor customer service representative (CSR) metrics to determine levels of customer service provided, and work with peers and stakeholders to improve that customer experience where necessaryMonitor system performance, identify and resolves issues, and provide overall quality and process improvementCollect, analyze, and summarize call centre data and trendsMaintain professional and technical knowledge by tracking trends in call centre operations and suggesting and implementing improvementsDevelop and oversee a team of CSRs to ensure that the customer experience is maintained in each customer interactionEnsure the call centre is staffed appropriately to meet all performance requirementsIdentify areas for performance improvement and facilitate/lead improvement implementation effortsDevelop performance goals and objectives for the call centre and monitor the achievement of those goalsThe Ideal Candidate: 5+ years in a management role within a call centrePost-Secondary Education or a combination of work experience and educationExperience in eCommerceExperience motivating, coaching and leading teamsOutstanding oral and written communications skillsStrong organizational and time management skillsFlexible, reliable, conscientious and able to follow directionsHighly motivated, outgoing and able to portray a professional positive attitudeMust be a team player with good initiative and prioritization skills, capable of working under pressure and independentlyDemonstrated sense of urgency and ability to drive issues to closure despite setbacksAble to troubleshoot issues, anticipate problems and make logical decisionsDemonstrated ability to effectively manage multiple priorities and demands from customers and meet challenging time-line commitmentsExperience in developing and implementing policies and proceduresWazo Furniture is an Equal Opportunity Employer committed to diversity and inclusion. We welcome and respect applications from a diverse workforce and would request you to reach out to the Human Resources Team, should you require any accommodation during the hiring process. Wazo will work with you to ensure reasonable accommodations are extended to meet your needs, for you to participate in the process.Job Types: Full-time, PermanentSalary: $75,000.00-$85,000.00 per yearAdditional pay:Bonus payBenefits:Company eventsDental careExtended health careOn-site parkingStore discountVision careSchedule:Day shiftMonday to FridayWeekend availabilityEducation:Bachelor’s Degree (preferred)Experience:Call Centre Management: 5 years (required)Application deadline: 2022-03-25
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