About this role

Lead the resolution of complex and critical customer inquiries
Collaborate with internal stakeholders to troubleshoot and resolve customer issues
Oversee the resolution of billing disputes and discrepancies
Monitor customer account performance, utilizing reports to identify discrepancies
Maintain accurate customer records and service-related data within CRM systems
Support customer engagement initiatives by coaching team members
Proactively manage high-priority issues related to service delivery and order fulfilment
Contribute to continuous improvement efforts by identifying areas for operational enhancements

Education: Bachelor Degree or College Diploma
Training: Negotiation skills, Customer Service Skills
Sales/Service experience in a service company
Worked with financial measures and Key Performance Indicators
Worked successfully in a matrix structure
Key customer account relationship management experience a must
Ability to drive quality resulting in greater and sustainable customer satisfaction
Expertise in eliminating the waste in business processes by using six sigma / lean tools
Strategic continuous improvement by creating a culture

Customer Support Manager, Bilingual French

Key skills