Customer Service Team Leader - Recruitment

The Customer Service Supervisor oversees daily team operations, manages staff and schedules, monitors KPIs, and implements policies to improve service quality. The role includes handling complex customer issues, supporting and training team members, evaluating performance, and ensuring high customer satisfaction by acting as a key link between the company and its customers.

Key Responsibilities:

Handle escalated inquiries and complaints for customer and sales team and ensure timely and effective resolution.

Maintain a high standard of customer service.

Ensure that service standards and organizational objectives are consistently met by delivering prompt, accurate responses to customer inquiries and resolving issues effectively within established timelines.

Monitor the phone queue and triage ZenDesk tickets.

Assist with overflow if short staffed.

Develop and implement customer service policies and procedures.

Monitor and analyze customer service metrics; accountable for setting these goals, monitoring performance, and implementing changes if needed.

Track and analyze individual and collective team performances via KPI reporting (call queue, Zendesk, emails, etc).

Prepare reports on team performance and customer feedback.

Back up for Inventory Management Coordinator.

Identify and implement areas for improvement in customer service processes.

Stay updated with industry trends and best practices.

Provide direct support and train team members to enhance their customer service, communication, problem-solving skills, etc.

Provide coaching to encourage employees' professional and personal development.

Work closely with other departments to ensure seamless customer service.

Coordinate with the sales and marketing teams to address customer needs.

Participate in cross-functional projects as needed.

Assist the team when needed: available to support team members when they encounter difficulties or complex situations, intervene to resolve specific problems, offer guidance, and encourage the team in task completion.

Lead for Custom Fabricated Orders (CFO).

Attend meetings regarding any internal company updates.

Additional tasks or responsibilities as assigned by Management.

Requirements and Skills:

Bachelor’s degree in business administration or related field.

Proven 3 to 4 years of experience in a customer service role, with at least 2 years in a supervisory position.

Strong leadership, people management, and team development skills.

Excellent verbal and written communication with strong interpersonal abilities.

Proficiency in customer service software and tools.

Solid administrative and customer service expertise.

Strong time management and organizational skills, with ability to prioritize effectively.

Proven ability to work collaboratively in a team-oriented environment.

Ability to remain composed under pressure and resolve conflicts efficiently.

What Mircom Offers:

A great working environment

Competitive salary

Group insurance benefits

Company RRSP program

We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.

Mircom Group of Companies is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability or any other grounds as outlined in the Ontario Human Rights Code. In compliance with the Accessibility for Ontarians with Disabilities Act, Mircom is committed to providing a welcoming and inclusive work environment for all individuals with disabilities in a respectful and dignified manner. Accommodations will be made available, upon request, to applicants who have specialized needs throughout the recruitment process.

Disclaimer: Mircom does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other job postings. Any resume or other information received from a supplier not approved in advance by Mircom to provide resumes to this posting or website will be considered unsolicited.