Customer Service Manager Onsite (Downtown Toronto)
Role Requirements :
Must be able to work in Client office, downtown Toronto.
Monday to Friday position, 8 : 00am 3 : 30pm
Must be fully fluent in English, written and oral.
Must be willing to go through an in-depth security background check process
The Day 2 Mobility Service Manager is responsible for the overall relationship between their client, carrier, and dealer and as such, ensures that all contractual commitments and service levels are being met or exceeded.
This function’s sole focus is on client satisfaction.
Service Execution (Daily) Review operations associated with managing and executing a mobility service desk. Following an initial diligence period to define customer interfaces and service levels, on-going execution, and data collection.
Review & Control (monthly) The regular, formal review of the service provided against our clients’ requirements and the adjustment of services / service levels as required.
As the primary interface between the client and Day 2, the Service Manager is responsible for the following key service measurements :
Problem Solving & Planning
Tracking & Reporting
Service Level Management
Key Responsibilities :
Meet all daily and weekly staging / shipping targets
Travel to customer locations to complete all related staging and / or training activity for key deployment projects follow all outlined documentation for all custom staging solutions.
Manage issues identified from device user community
Review onsite service challenges and identify opportunities for improvement based on specific actions
Review service challenges and identify opportunities to for improvement based on specific actions to be executed
Provide thought leadership and technical insight into client’s business direction and decisions through a continual service improvement discipline
Provide updates to management team and share key learnings
Ensure the positive Company brand and reputation is maintained throughout process and maintain a high degree of professionalism, courteousness, and friendliness
Enthusiastically lives and breathes our Core Values
Our Core Values :
Excellence begins with ownership, respect, and integrity.
Care about the customer and success will follow.
Create a fun and inspiring environment every day.
Always search for a better solution.
Do great things and celebrate together.
Qualifications & Experience :
Must be in alignment with and enthusiastic about our Core Values
College / University degree or experience working in related field / discipline
3-5 years direct work experience in call center / customer care / business analysis
Experience with iOS, Android, Blackberry and Windows devices
Experience in trouble shooting business process errors, changes and modifications
Knowledge of MDM software namely AirWatch, SOTI, BB, MobileIron
Experience sourcing, analyzing and presenting data to management
Experience in writing operational procedures in both technical and user- orientated language
Knowledge of database management and various data retrieval methodologies including data importing to spreadsheets, graphs, etc.
Knowledge of help desk management software tools & ticketing systems
Excellent written and verbal communication skills
Self-starter and highly motivated to make proactive changes
Effective deadline management and project management skills
Strong customer service orientation
Looking for development opportunities and personal growth
A team player and highly collaborative
Flexible and adaptable to changing work environment