Under the supervision of the Marketing Manager, the incumbent coordinates customer relations activities in connection with the Metropolitan Express Network (REM) at the various contact points in the territory of Laval.
He develops guidelines, strategies, action plans and indicators to deliver a fluid customer experience. It defines and implements the procedures and mechanisms that frame the management of the customer experience in connection with the REM.
He manages and coordinates internal and external operations related to the customer experience and customer service.
Details of responsibilities :
Represent the Transport Company of Laval on the various working committees with internal and external partners (Regional Authority for Metropolitan Transport, Mobilité Montréal, Exo, Société de transport de Montréal, Réseau de transport de Longueuil, etc.);
Coordinates operational customer experience activities related to the REM in Laval;
Participates in the development and updating of information and reference tools for customer service in connection with the REM, in collaboration with STL partners;
Oversee the training of front-line customer service employees;
Document problematic cases and act to resolve them with internal and external app stakeholders appropriated;
Supervises and ensures the service and monitoring of operations, performance and quality control of internal and external teams having a direct influence on the customer experience;
Participate actively in the Directorate's customer service activities and works in close collaboration with the Customer Contact Center, metropolitan ticket offices and Sales and Collection teams;
Develops and implements orientations, strategies and action plans to improve the customer experience delivered, in collaboration with the various stakeholders and managers (internal and external);
Develop management tools according to needs and situations in collaboration with various STL departments;
Develop and monitor indicators (operational, performance, management) to facilitate decision-making and ensure proactivity in the face of possible challenges ies to the customer experience;
Participates in the completion of various mandates, analyzes and projects having an impact on the quality of the customer experience;
Analyzes best practices and trends in terms of customer experience and offers recommendations relating to its sector of activity;
The list of tasks and responsibilities listed above is summary and indicative, it is not intended to a complete and detailed list of tasks and responsibilities likely to be performed by the person occupying this position.
Bachelor of Business Administration, or any other discipline related;
5 to 8 years of relevant experience;
Excellent skills for customer service and teamwork;
Results orientation and shows initiative;
Autonomy and management of priorities;
Analytical, synthesis and t de rigueur;
Good stress management;
Proficiency in the Office suite;
Excellent command of French, both spoken and spoken 'wrote;
Good command of English.