中文客服部经理（普通话&粤语）
本全球客户服务支持中心现在需要在蒙特利尔新建一个针对亚洲以外华人业务的客户服务部门，我们拥有全球超过1500名员工，以支持其集团公司的全球业务（非外包）。目前正在招聘该新建部门的部门经理（Supervisor），并且致力于发展和服务欧美华人业务。
语言（必须听说读写）：普通话，粤语，英语
管理（必须3年部门管理经验）：人员管理，绩效设定，报表分析，战略设计，发展计划
领域（必须）：呼叫中心，客户服务
工作地点：Kahnawake
申请方式：简历 和 Cover Letter 发至邮箱：sporto@nzonemedia.com
具体工作要求如下：
Mandarin & Cantonese Customer Service Supervisor
SUMMARY
A Customer Service Supervisor is responsible for developing our Call Center through the guidance, support and education of a team of Customer Service Representatives (CSRs).
RESPONSIBILITIES
The ideal candidate will:
- Adheres to company policies and procedures in Customer Service Operations.
- Act as a role model to represent the company in a professional and business-like manner at all times.
- When called upon, provide professional, attentive and accurate information and support services to agents and players alike.
- Handle any client issues that have escalated.
- Provide and encourage innovative ideas to improve Call Center processes.
- Make accurate and timely decisions based on previous experience, general philosophy, sound business ethics and the overall mission of the company.
- Responsible for processing player transactions, such as deposits and withdrawals, funds transfers, with other e-commerce instruments as required.
- Ensure that team members perform their duties to company expectations and that KPIs are met to the levels established by the business.
- Provide team members with the proper tools, information and motivation to perform their jobs to the best of their abilities.
- Coaching and mentoring team members (8-10) including working with fellow leaders to develop individual career progression plans.
- Write and deliver performance evaluations (bi-annual) for team members.
- Assist the manager with any disciplinary communication, decisions and actions as required.
- Make sure that CSRs understand any initiatives from the front line that will impact their jobs.
- Participate in interviewing and recruiting CSRs.
REQUIREMENTS
- Excellent verbal, written and reading comprehension in Mandarin, Cantonese & English – a must!
- 1 - 3 years’ experience supervising employees in a fast paced constantly changing environment
- Outstanding problem solving and negotiating skills
- Outstanding conflict resolution skills with both players and employees
- High-energy individual with a passion for sports and poker
- Strong planning and organization skills
- The ability to work independently and as part of a closely knit team
- Experience using the Microsoft Office Suite as well as basic Internet applications
Job Type: Full-time
Required experience:
Supervisor: 3 years
Customer Service: 5 years
Required languages:
Mandarin
Cantonese
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