Customer Care Supervisor

Location: Toronto, ON
Date Posted: 07-20-2017
Our client, a leading global organization within Pharmaceutical industry, has partnered with The Talent Company to help recruit for a Customer Care Supervisor in the west end of Toronto.

Responsibilities:
  • The incumbent directly manages and supports, through staffing and talent management processes, a team of customer care employees responsible for acting as first point of contact to company’s customers. 
  • This position is accountable for ensuring that customer orders, returns and credits, complaints, requests, adverse events, medical inquiries, and technical product support etc. are resolved in a timely, accurate, cost-effective manner and in accordance to the appropriate SOP’s/BOP’s, upon the first request.
  • Employee coaching - Achieve customer care business objectives by effectively coaching and developing the customer care team
  • Business Support - Support business priorities by monitoring, tracking, trending and reporting of customer care center metrics, technology and voice of the customer
  • Support business excellence initiatives (i.e. value steam mapping, customer intelligence, customer care system developments and enhancements)
  • Partner with extended team to continuously improve and strengthen the relationship with customers
 
Requirements:
  • Bachelor’s degree required, preferably in life science, health science, or related discipline
  • Minimum 4 years experience in customer service within healthcare is required, preferably in a call center environment and with technical service experience
  • Basic knowledge of broad supply chain management activities
  • Exceptional communication and leadership skills
  • Analytical and business problem solving skills
  • Ability to facilitate and manage change
  • Preferred Bilingual
 
Our client offers a positive work environment, opportunities for development and growth and recognition for hard work and results.   If this opportunity sounds right for you, please contact me, Rebecca Liu at rebecca.liu@thetalent.co or book a conversation with me here: https://rebeccaliu.youcanbook.me/ 
 
 
About The Talent Company

The Talent Company is an HR Solutions Firm. We work closely with our clients to FIND, KEEP, REWARD and TRANSITION their talent. In addition to our Consulting and On Demand Practices, we act as a trusted search partner for leading organizations providing customized and timely recruitment services.  For a list of our current opportunities, click here.
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