Customer Service Manager – Onsite (Downtown Toronto)
Role Requirements:
- Must be able to work in Client office, downtown Toronto.
- Monday to Friday position, 8:00am – 3:30pm
- Must be fully fluent in English, written and oral.
- Must be willing to go through an in-depth security background check process
The Day 2 Mobility Service Manager is responsible for the overall relationship between their client, carrier, and dealer and as such, ensures that all contractual commitments and service levels are being met or exceeded. This function’s sole focus is on client satisfaction.
Service Execution (Daily) – Review operations associated with managing and executing a mobility service desk. Following an initial diligence period to define customer interfaces and service levels, on-going execution, and data collection.
Review & Control (monthly) – The regular, formal review of the service provided against our clients’ requirements and the adjustment of services / service levels as required.
As the primary interface between the client and Day 2, the Service Manager is responsible for the following key service measurements:
- Customer Relationship
- Problem Solving & Planning
- Services
- Tracking & Reporting
- Service Level Management
Key Responsibilities:
- Meet all daily and weekly staging/shipping targets
- Travel to customer locations to complete all related staging and/or training activity for key deployment projects – follow all outlined documentation for all custom staging solutions.
- Manage issues identified from device user community
- Review onsite service challenges and identify opportunities for improvement based on specific actions
- Review service challenges and identify opportunities to for improvement based on specific actions to be executed
- Provide thought leadership and technical insight into client’s business direction and decisions through a continual service improvement discipline
- Provide updates to management team and share key learnings
- Ensure the positive Company brand and reputation is maintained throughout process and maintain a high degree of professionalism, courteousness, and friendliness
- Enthusiastically lives and breathes our Core Values
Our Core Values:
- Excellence begins with ownership, respect, and integrity.
- Care about the customer and success will follow.
- Create a fun and inspiring environment every day.
- Always search for a better solution.
- Do great things and celebrate together.
Qualifications & Experience:
- Must be in alignment with and enthusiastic about our Core Values
- College/University degree or experience working in related field/discipline
- 3-5 years direct work experience in call center / customer care / business analysis
- Experience with iOS, Android, Blackberry and Windows devices
- Experience in trouble shooting business process errors, changes and modifications
- Knowledge of MDM software namely AirWatch, SOTI, BB, MobileIron
- Experience sourcing, analyzing and presenting data to management
- Experience in writing operational procedures in both technical and user- orientated language
- Knowledge of database management and various data retrieval methodologies including data importing to spreadsheets, graphs, etc.
- Knowledge of help desk management software tools & ticketing systems
- Excellent written and verbal communication skills
- Self-starter and highly motivated to make proactive changes
- Effective deadline management and project management skills
- Strong customer service orientation
- Looking for development opportunities and personal growth
- A team player and highly collaborative
- Flexible and adaptable to changing work environment