Who Are We?

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients brands, and design customized solutions to complex.

Your Mission

We're seeking a highly motivated Customer Care Supervisor with financial background to join our dynamic team. This role will require to manage the day-to-day activities of our Customer Care team to ensure that customers receive prompt and efficient service. The Customer Care Manager will actively coach and develop team members to strive for superior customer service standards.

What Youll Be Doing:

• Manage a team of designated customer service professionals and ensuring that they follow business requirements, particularly those concerning service quality.
• Keep track of and evaluate phone conversations and other correspondence between agents and clients.
• Ensure that representatives are kept up to date on changes to corporate services.
• Gather information and generate reports on customer complaints and queries.
• Prepare monthly reports detailing the performance of the allocated customer service teams.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Identify and suggest opportunities to update or improve customer service processes to the Director of Customer Care or other appropriate staff.
• Assist with the Customer Service department's budget development.
• Carry out additional related tasks as specified.

What You Bring:

• A bachelor's degree is desirable.
• Strong verbal and written communication skillsand problem-solving skills.
  
• A minimum of three years of customer service experience is essential.
• Previousmanagerial experience would beadvantageous.
• Thorough understanding of customer service processes and concepts.
• Organized and detail oriented.
• The ability to address client concerns and difficulties while being professional and calm.
• Possibility of mentoring and coaching customer care agents.
• Knowledge with Microsoft Office Suite or equivalent applications.
• Capable of working full-time on your assigned shift, including the flexibility and desire to work alternate shifts based on company demands and special circumstances.

Competencies:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Attention to detail.

Home office equipment requirements :

• Equipment will be provided by the company
  
• Successful candidates will be pre-screened by our technical support team to ensure they meet all requirements to continue, before being invited to training.
  
• Broadband Internet with wired connection from computer to modem. Speed must be 50 MPBS upload and 20 MPBS download.

What's in it for you?

Competitive base salary:Plus performance rewards that motivate.

Exciting benefits:Rewards, prizes, fun events, corporate discounts and much more.

Career growth:Global opportunities and professional development

Comprehensive benefits:Insurance, paid training and support.

Application Process:

If you are a motivated individual who thrives in a dynamic and supportive work environment, wed love to hear from you. Please note that any offer of employment will be conditional upon the completion of background and reference checks, including a criminal record check and/or credit check (where applicable).

We value diversity and encourage applications from people with disabilities. Accommodation is available upon request throughout the selection process.

We appreciate all applications; however, only those shortlisted will be contacted by our Talent Acquisition Team.