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 a 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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