Customer Service - Team Lead Customer Service
On-siteVaudreuil-Dorion, Quebec, Canada
Job Summary
Oversee daily customer service operations by guiding and coaching 50% of the team, conducting regular one-on-one meetings, and managing workload distribution to ensure service standards and response times are consistently met. Handle complex customer inquiries and escalations as the primary point of contact, while monitoring satisfaction metrics and collaborating with Sales, Operations, and Logistics to resolve issues. Assist with new employee onboarding, update service procedures, prepare performance reports, and identify process improvements to enhance efficiency. Fluency in French and English is required, along with advanced Microsoft Office skills and experience with CRM systems. This role supports the Director of Sales in driving service excellence and team engagement within the Vaudreuil-Dorion office.
Required Qualifications
- Strong leadership and coaching abilities
- Excellent customer service and conflict-resolution skills
- Strong organizational and multitasking capabilities
- Effective problem-solving and decision-making skills
- Excellent verbal and written communication skills
- Positive attitude with a strong customer-focused mindset
- Minimum of 3 years of customer service experience, including experience leading or mentoring a team
- Fluency in French
- Proficiency in English
- Advanced skills in Microsoft Outlook, Excel, and Word
- Familiarity with customer service software and ERP/CRM systems (e.g., SAP)
- On-site attendance five (5) days per week
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