BILINGUAL CUSTOMER SERVICE (CS) TEAM LEADER ? eBusiness

Posted On: Monday, July 30th, 2012

Location: Ottawa - Hunt Club

Summary of Responsibilities:
The CS Team Leader is responsible for managing customer service for all e-Business customers within the Lowe-Martin Group. This will include a combination of direct client service responsibilities as well as supervising all CSA staff on a daily basis. The client service responsibilities component is a ?hands on?, troubleshooting, and problem solving position based on ensuring quality order processing, production, fulfillment and shipping for all e-Business orders. The supervisory component of this position will be comprised of monitoring workload and quality for all CSA?s within the group, assigning tasks, managing performance, etc.

Internally, all CSA?s have ?end to end? process responsibility to organize and manager orders to the e-business division agreements with the client.

Externally, the CSA is involved in direct customer contact including helping users navigate websites, troubleshooting errors that users encounter, tracking user?s order status, providing information on product availability, and responding to user ?help? emails as well as phone calls.

Experience:
? Customer Service experience is required
? Supervisory experience required
? Computer skills are required
? Experience in Printing is considered an asset
? Completed relevant post-secondary education or 3-5 years of related business experience is required
? Applicants with related education and/or relevant experience will be considered

Abilities:
? Professional attitude and the ability to influence with a pleasant but firm manner
? Problem Solving
? Ability to manage, motivate, coach and develop people
? Able to multi-task and work with limited supervision
? Able to exercise attention to detail and work well under pressure
? Strong organizational skills and customer empathy are a must for this position
? Ability to follow and understand complex systematic procedures
? Oral bilingualism (French and English) is required

Knowledge:
? Office automation software such as M.S. Word and Excel required
? Printing process as well as fulfillment is an asset
? Digital printing process is also an asset

The Lowe-Martin Group is proud to be an equal opportunity employer.

Qualified candidates should submit their resumes to Human Resources by:
E-Mail: HR@LMGroup.com
Fax: 613-741-5328

You must quote the position title in the subject line to be considered.

We thank all who apply, however, only those selected for an interview will be contacted.

Source: http://www.lmgroup.com/careers/opportunities/bilingual-customer-service-cs-team-leader-ebusiness/

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