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Customer Care Manager - Eastern Canada/QC At MEDITERRANEAN SHIP.INC.

Location: Montréal, Quebec

Job Description

Position Summary

MSC Canada is looking for a Customer Care Manager who has the desire to make a significant contribution to a rapidly growing organization. Reporting to the Director of Branch Services – Eastern Canada/Quebec, the Customer Care Manager will lead our front-line service staff towards our vision of becoming Canada’s most customer centric carrier and bring forward innovative ideas to achieve long-term and short-term goals.


Key Accountabilities

General Tasks

  • Manage and motivate staff, recruit staff, train and develop staff, according to company’s policies and employment laws, and ensure relevant HR procedures are followed (appraisals, discipline, grievance, etc.)
  • Manage and maintain Customer Service department ‘s work quality and target achievements
  • Attend meetings and contribute to company’s strategy and policy-making as required
  • Seek and continuously develop knowledge and information about competitor activity, systems and tactics, and communicate this to relevant departments in the company
  • Develop personal skills and capability through on-going training, as provided by the company or on own accord
  • Plan and implement service strategy and activities consistent with overall aims and requirements of the company
  • Use personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles in service standards and procedures
  • Anticipate, research and report on industry changes, new systems or procedures that could potentially impact our customer experience and ensure such knowledge is factored into the planning of the department's own strategy, resources and procedures
  • Communicate, liaise, and support other departments using appropriate methods to facilitate the development of profitable business and sustainable relationships
  • Perform all related tasks as required and requested by management to meet departmental business and service needs.
  • Ensure that first-call resolution is reinforced among team, working proactively with other areas of the business to reduce service tickets and ultimately the amount of customer effort to resolve an issue
  • Manage the call queue and email times, and perform regular call quality reviews with team

Qualifications and Competencies

  • 5+ years of relevant working experience in customer service
  • 3-5 years experience directly supervising or managing a team
  • Bachelors degree
  • Customer centric mindset with demonstrated ability to advocate for and empathize with customer
  • Ability to lead and work effectively with cross-functional teams
  • Ability to move a team towards achieving a common goal, coach, provide guidance and reinforce positive behaviours
  • Experience in developing departmental/service strategies and effectively communicating recommendations to senior management
  • Professional written and spoken communications skills, both English and French
  • Ability to work under pressure, strong organizational and follow up skills
  • Proven Top Performer by providing testimonials from past roles
  • Proficient in Microsoft Office (Excel, Powerpoint, Outlook, Office 365)
  • Experience in Shipping, Supply Chain or Transportation an asset
  • Additional educational credentials in a related field, an asset