Client Support Manager (CSM)

Full-time

Connex is seeking a self-motivated, experienced, and dedicated Customer Service Manager to join our team. This person should possess excellent customer service skills, which must be applied to both internal and external clients. A passion for technology will dictate success within our business sector.

Primary Job Duties & Responsibilities

VIP Customer Service Department:

• Acts as the customer service advocate for VIP Clients in working towards resolution of servicing issues an attaining additional insight / information
• Improve customer service experience and facilitate organic growth
• Monitor cases closely to action escalations in a timely manner
• Collaborate internal and external vendors to support customers
• Take ownership of customers issues and follow through to resolution
• Proactively mitigate potential severities with consistent Case Management
• Follow up with Connex departments daily on behalf of customers to enable performance visibility and identify outstanding issues with Weekly/Monthly Reporting and Service Review
• Identifies areas of improvement in corporate processes to better the service of VIP Clients
• Coordinates and leads monthly Connex Service Meetings with VIP Clients to discuss Repair/ MAC performance, ongoing projects, relationship improvement
• Prepare all customer required reports
• Maintain /Complete Invoicing in a timely manner

Experience/ Skill Requirements:

• Experience in providing customer service support / Aptitude for customer service
• Exceptional communication skills, both verbal and written, at stakeholder levels
• Ability to think strategically
• Ability to work independently and as a team player
• Advanced level of MS Office and PC proficiency
• Knowledge of the telecommunications industry
• Exceptional Excel Skills
• Bilingual (English/ French)

Desired Skills:

• 5 years experience in the telecommunications field
• 3 years customer relationship management/ customer service
• Business Administration degree/ education
• Other telecommunication related education

If interested, please send your resume to humanresources@connexservice.ca.