Customer Experience Manager
Job Description
Description
We’re thrilled that you are interested in joining us here at the Amynta Group!
Manager of Dealer Support
The Manager of Dealer Support will manage, lead, develop, and coach the Dealer Support Team.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
- Manage team staffing requirements and performance management through daily coaching and one-on-one performance reviews, including providing input and recommendations on staff salary adjustments.
- Manage team work rotation schedule.
- Ensure all initiatives are completed in a timely manner, creating a workplace conducive to positive performance and superior customer service.
- Oversee problem-solving activities of the functional teams, ensuring service levels and goals are met.
- Facilitate and promote efficient communication with internal and external customers.
- Ensure all customer requests are responded to clearly and promptly, exceeding Sym-Tech expectations.
- Identify and resolve issues with internal departments that hinder the team’s ability to provide excellent customer service.
- Ensure the team responds effectively to all customer requests and follows appropriate workflows and processes.
- Initiate and perform internal and external training programs, maintaining training documentation and records.
Business Process Improvement
- Manage measurement and monitoring of CRM quality in line with established goals and objectives.
- Drive root cause analysis activities for dealer issues in collaboration with management and internal departments.
- Develop a matrix to track dealer issues.
- Provide direction and evaluate Customer Service operations to meet or exceed service level and performance goals.
- Review systems and procedures regularly to identify improvement opportunities.
- Maintain up-to-date knowledge of all Sym-Tech products.
- Handle warranty inspections and complete Warranty
Company
Amynta Group
Location
Toronto
Country
Canada
Salary
100.000
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