Customer Service Representative for Coats providing service and support to customers across India. Managing orders, queries, and promoting digital solutions to enhance customer experience.
About the role
- Bilingual Customer Care Supervisor responsible for leading, coaching, and empowering the Customer Care Team. Ensures exceptional customer experience by optimizing processes and resolving inquiries promptly.
Responsibilities
- Overseeing and optimizing processes that contribute to an exceptional customer experience
- Leading, coaching, and empowering the Customer Care Team
- Ensuring orders are processed efficiently and inquiries are resolved promptly
- Provide recognition, support, and coaching to team members
- Conduct onboarding for new hires and ongoing training for existing staff
- Manage and create team schedules, delegate tasks effectively, and address performance issues promptly
- Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met
- Handle escalated customer complaints or issues that agents cannot resolve
- Implement best practices to maintain high standards of customer service
- Work closely with other departments to facilitate heightened customer inquiries and escalations when necessary
- Identify workflow inefficiencies and propose/implement solutions
- Analyze regular reports on team performance, customer satisfaction, and relevant KPIs
- Maintain adherence to company policies and procedures
Requirements
- College diploma (or equivalent)
- Minimum 3 years of progressive leadership experience in a Customer Service / Contact Center environment
- Previous experience in coaching, training, and motivating teams
- Bilingualism with professional fluency in French & English required due to the scope of this role
- Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint)
- Experience with SAP (or other ERP systems) is a strong asset
- Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar)
- Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools)
- Ability to quickly adapt to and learn new digital tools as they are introduced
- Exceptional listening, problem-resolution and conflict management skills
- Strong organizational abilities, including scheduling and volume management
- Excellent written and verbal communication; ability to convey complex information clearly along with documentation as needed
- Ability to handle multiple projects, prioritize effectively, and work under pressure in a fast-paced environment
- Strong interpersonal skills; able to work both independently and collaboratively
- Willingness to work rotational shifts within the operational hours of 7:00 a.m. to 6:30 p.m. EST, including managing tasks during essential weekend and holiday periods
- Familiarity with department metrics (quality scores, response times, resolution rates)
Benefits
- Market competitive compensation and benefits plan, including LTD & Insurance
- DPSP match program
- Annual Employee Appreciation Week
- Paid vacation and personal days
- Lifeworks® Employee Assistance Program (EAP)
- Resources supporting mental, physical, family and financial well-being
- Career growth and training programs
- Open communication with Senior Leaders
- Tailored incentives for eligible employee groups, such as home office reimbursement and Sylvan Learning Centre credit
- Employee referral program
- Education support programs
- Fitness subsidy
- Recognition programs
- Social activities
- And much more…
Job title
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