Customer Service Specialist in CommBank’s Funding & Settlements team managing business loan processes. Collaborating with stakeholders and providing exceptional customer service to internal and external clients.
About the role
- Customer Care Supervisor overseeing and optimizing customer experience processes for Medline Canada. Leading and coaching the Customer Care Team while ensuring inquiries are resolved promptly and efficiently.
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, enhancing strengths and improving performance through regular connects and monthly one on ones
- Conduct onboarding for new hires and ongoing training for existing staff to improve product knowledge, customer service skills, and problem-solving abilities
- Manage and create team schedules, delegate tasks effectively, and handle performance issues promptly
- Supervise the daily operations of the Customer Care department, ensuring SLAs and performance metrics are met (e.g., quality, efficiency, and Net Promoter Score)
- Handle escalated customer complaints or issues that agents cannot resolve
- Implement best practices to maintain high standards of customer service, including call/email audits and communication monitoring
- Work closely with other departments such as Sales, Purchasing, Logistics, Warehousing, to facilitate heightened customer inquiries and escalations when necessary
- Identify workflow inefficiencies, propose/implement solutions, and align team processes with departmental strategies
- Conduct call and email audits, monitor communication channels, and implement best practices to maintain a high standard of customer service
- Collect, analyze, and act on customer feedback to improve service processes and overall satisfaction
- Analyze regular reports on team performance, customer satisfaction, and relevant KPIs for management review
- Maintain adherence to company policies and procedures, ensuring proper complaint management protocols
- Exercise discretion and sound judgment when handling sensitive employee or business information
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
- Bilingual in English & French an asset
- Proficient with Microsoft Office (Word, Excel, PowerPoint, SharePoint): Ability to create and manage complex spreadsheets, reports, or presentations
- Experience with SAP (or other ERP systems) is a strong asset
- Familiarity with CRM or ticketing platforms (e.g., Five9, Zendesk, or similar) for managing customer interactions and workflows
- Comfort with emerging technologies (AI-driven chatbots, automated ticketing, or knowledge management tools) to streamline customer support processes
- 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) and the ability to analyze or act on those metrics
Benefits
- Collaborative work environment with highly engaged employees
- 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
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Insurance expert providing phone - based broker services and administrative support at Hiscox. Delivering exceptional service and managing inquiries from High Net Worth brokers.
Sales Support Specialist in VIEWENTO handling customer relations, marketing, and operations. Focused on optimizing sales processes within a dynamic marketing team.
Client Support Specialist providing real - time assistance and support to insurance clients using underwriting screening tools. Ensuring effective user experience and addressing queries promptly.
Customer Support Agent at Maurten responsible for handling customer inquiries through Zendesk. Engaging with users and supporting development projects in a hybrid work environment.
Customer Service Representative supporting Asia customers for Teledyne Technologies. Responsible for processing orders, customer service requests, and compliance coordination from Tokyo office.
Customer Experience Quality Analyst at Blue Ridge Communications managing customer feedback and insights. Focused on driving improvement in customer journeys through actionable data analysis and reporting.
Customer Support Representative assisting German - speaking clients with BUX services. Providing support across various channels with a focus on positive user experience.
Solutions Specialist tackling customer automation while utilizing software tools in a dynamic environment. Join a respected team at TLG, caring for employees since 1967.
Customer Service Representative assisting U - Haul customers both inside and outside the center. Providing support for U - Haul products and services, managing rentals, and ensuring excellent service.