UGROUPMEDIA: Customer Service Team Lead
Headquarters: Montréal, Québec, Canada
URL: https://ugroupmedia.com
- Manage a remote team of customer service representatives and ensure that they provide exceptional customer service.
- Develop and implement customer service policies and procedures to ensure high customer satisfaction.
- Monitor and analyze customer service metrics to identify areas for improvement.
- Train and coach the customer service team to improve their skills and performance.
- Handle escalated customer service issues and ensure that they are resolved in a timely and effective manner.
- Collaborate with other departments to improve the customer experience.
- Maintain up-to-date knowledge of the company’s products and services.
- College degree in a relevant field
- 2 to 5 years of experience in customer service.
- Fluency in English
- Proficiency in French, Spanish or Italian is a plus
- Bonus: Dutch, German, Polish, Czech, Swedish , Norwegian , Finnish , Danish, Portuguese , Romanian , Greek, Hungarian, Slovak, Bulgarian
- Experience with Zendesk and digital family apps is a plus
- Excellent communication and interpersonal skills
- Strong leadership and management skills
- Ability to work independently and manage multiple tasks simultaneously
- Start date: as soon as possible
- End date : January 31st, 2025, possibility of renewal
- Hours per week:
- From February 1 – June 30 up to 20 hours per week (based on ticket volume)
- From July 1 to August 31 up to 30 hours per week
- From September 1 to January 30 Up to 40 hours per week, with a chance for overtime hours and in some cases nights and weekends (based on ticket volumes and team needs).
- Must be available from Dec 21st to Dec 25th (no holidays planned)
- Location: Remote (must be close to Montreal’s Canada time zone)
- Must have great internet speed (will be tested during the recruitment process)
To apply: https://weworkremotely.com/remote-jobs/ugroupmedia-customer-service-team-lead
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