
Leadership Development: Customer Care
1 week ago
A high-performing leader is required to manage a team of escalation specialists and drive customer satisfaction.
This role involves handling customer escalations and concerns effectively via various channels, providing exceptional service that ensures customers feel heard and valued. The ideal candidate will be responsible for resolving issues efficiently, offering corrective solutions and delivering accurate information.
The team lead will oversee cases involving high-risk or sensitive customer situations, ensuring all actions align with internal policies and risk strategies. Collaboration with relevant teams is essential to assess and resolve credit-related concerns.
Key Responsibilities:
- Manage a team of escalation specialists in resolving complex customer issues.
- Train and support team members to enhance their effectiveness.
- Identify process gaps and implement improvements to drive team efficiency.
- Track team KPIs and ensure alignment with departmental and company goals.
Requirements:
- 3+ years of leadership or coaching experience.
- 3+ years of proven sales experience.
- 3+ years in telecommunications.
Company Benefits:
- Revolutionizing financial access for Canadians.
- Providing smart credit-building, mortgage, and lending solutions.
- Fastest-growing fintech company in Canada.
About the Role:
- Drive customer satisfaction and loyalty.
- Enhance team performance and productivity.
- Develop and implement effective training programs.
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