Canon Careers

  • Bilingual Customer Relations Supervisor

    Job Location CA-QC-Saint-Laurent
    Posted Date 2 weeks ago(11/5/2018 3:15 PM)
    Service and Customer Support
  • Overview

    Bilingual Customer Relations Supervisor

    Do you have experience within customer care and are detail oriented? As the Customer Relations Supervisor, you will be responsible for assisting and facilitating the resolution process for concerns, issues, and problems escalated to the Customer Relations department by clients internally and externally. You will also contribute to the research and investigation of information in order to promptly resolve complex files.


    Key Responsibilities

    • Investigate, resolve, and respond to customer complaints with minimal delays and within the pre-determined time lines
    • Monitor and action escalations; manage resources in order to ensure that concerns/complaints are appropriately escalated and accurately documented through the Customer Care Tracking System platform
    • Ensure that required written communication is provided to customers and that communication is always professional and executed with the highest quality standards
    • Monitor the Customer Care & Relations email in order to ensure accuracy of information provided to clients and to ensure that effective action is being taken
    • Evaluate the levels of productivity, process adherence and quality service provided by staff on a monthly basis in order to ensure excellent service towards internal and external customers
    • Conduct monthly team meetings to provide team direction, continued development, and to create a cohesive and productive environment
    • Train, coach, and monitor Customer Care Representatives. Introduce solid guidelines and provide the framework to help employees attain outlined levels of performance
    • Create and maintain SOPs, templates, and stationary required to maintain process consistency when handling and resolving client files


    To Succeed, You Will Have

    • Post-secondary education is required
    • Excellent verbal and written communication skills (English & French)
    • 5-8 years of experience in customer care and B2B service
    • Ability to investigate customer complaints and recommend resolutions
    • Strong ability to balance the priorities of the team, monitor customer lines, and respond to escalations
    • Excellent process management skills, time management, planning and problem-solving skills
    • Strong Business acumen
    • Strong leadership skill and interpersonal skills
    • Good computer and technical skills with a focus on Microsoft Excel, Word and PowerPoint
    • Basic equipment operation skills to understand hardware and software requirements


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