Customer Service Manager

Cognier Inc is seeking a highly motivated and experienced Customer Service Manager to join our dynamic team. In this key leadership role, you will be responsible for overseeing the customer service department to ensure outstanding service delivery and customer satisfaction. You will lead a team of customer service representatives, implementing best practices, training programs, and performance metrics to drive continuous improvement. The ideal candidate will have a strong background in customer service management, excellent communication skills, and a passion for creating a positive customer experience. At Cognier Inc, we value innovation, teamwork, and dedication, and we are looking for a leader who can inspire and motivate the customer service team to exceed expectations. This role will also involve collaborating closely with other departments such as sales, marketing, and product development to ensure customer feedback is integrated into business strategies. If you thrive in a fast-paced environment and are committed to delivering exceptional service, this opportunity is perfect for you to make a significant impact on our company’s success and our customers’ satisfaction.

Responsibilities

• Lead and manage the customer service team to achieve departmental goals and objectives.
• Develop and implement customer service policies, procedures, and standards.
• Monitor and evaluate team performance to ensure high levels of customer satisfaction.
• Provide training and professional development opportunities for customer service staff.
• Handle escalated customer inquiries and resolve complex issues promptly.
• Collaborate with other departments to enhance the overall customer experience.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Prepare regular reports on customer service performance and initiatives.

Requirements

• Proven experience as a Customer Service Manager or similar leadership role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Ability to lead, motivate, and develop a high-performing team.
• Experience with customer service software and CRM systems.
• High level of organizational and time-management skills.
• Bachelor’s degree in Business Administration, Management, or related field preferred.
• Ability to analyze data and generate actionable insights.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Wellness Resources