Customer Success Manager

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

Responsibilities:

VIP Customer Service Department:

• Acts as the customer advocate for VIP Clients in working towards resolution of servicing issues and attaining additional insight / information.
• Follows up with Connex departments daily on behalf of customer.
• Identifies areas of improvement in corporate processes to better service VIP Clients.
• Coordinates and leads weekly Meetings with VIP Clients to discuss Repair and MAC performance, ongoing projects, relationship improvement areas.
• Improving the customer experience.
• Preparing all customer required reports, daily, weekly, and Monthly.
• Build relationships, understand the customer pain points, and facilitate / mediate for solutions.
• Act as the voice of the customer in the company
• Process the straightforward orders that comes from the customer site.
• Follow up with distributor and purchasing team.

Customer Retention Department:

• Develops and refines corporate retention strategy with overall objective of increasing overall retention of current client base.
• Coordinate Know Your Client meetings with Account Executives to review relationship, and identify flight risks.
• Directs Customer Service team activities in order to improve Connex – Client relationship.
• Conducts primary customer research through annual customer satisfaction surveys.

Experiences/Skills Required:

• Exceptional communication skills, both verbal and written, French and English at decision maker levels
• Ability to work independently and as a team player.
• Advanced level of MS Office and PC proficiency
• Knowledge of the telecommunications industry
• Demonstrated competency in determining and analyzing customer needs and recommending solutions.
• Aptitude for customer service
• Exceptional Excel skills·

Desired Skills/Experience:

Technical

• 3 years customer relationship management / customer service
• Business Administration degree/education.
• Other telecommunication related education

Personal Contacts

• Works on a daily basis with the operations, Customer Service departments, and Customers.
• Works on a weekly basis with Sales Support, Finance, Purchasing.

Our employees are the ambassadors of CONNEX with clients and business partners. Their skills, integrity and sense of responsibility are the keys to our success. Training for all employees, regardless of their function in our organization is considered a priority. In addition, our pay scale is competitive, and we offer a full range of benefits.

You are interested to enrich your work experience? We need people like you, passionate and committed. If you want to join our team, please apply to this job posting or send your resume to the following address: resume@connexservice.ca

CONNEX Telecommunication Inc. is committed to diversity and encourages applications from all qualified candidates, especially aboriginal persons, members of sexual minority groups, persons with disabilities, visible minorities and women. Upon request by the applicant, accommodation will be provided in all parts of the hiring process.

We thank all applicants for their interest in this position, however only those selected for an interview will be contacted.

Job Type: Full-time

Salary: $50,000.00-$55,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• RRSP match
• Vision care

Schedule:

• 8 hour shift

Education:

• Bachelor's Degree (preferred)

Experience:

• Customer relationship management: 3 years (required)
• Customer retention: 3 years (required)

Language:

• English and French (required)

Work Location: In person