Customer Care Manager Job in Toronto, ON - Adecco

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Job Summary
Customer Care Manager
Location: Toronto, ON Category: Sales & Customer Service
Status: Temporary/Contract Reference: CA_EN_1_026501_11378886
Posted: October 19,2016 Salary: $35 - $40 Hourly

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We currently have a Customer Care Manager (CCM) job opportunity with one of our clients located in downtown Toronto, ON. The chosen individual will be responsible for day to day operations management and problem resolution including documentation, tracking, escalation and communication for issues reported by the call centres. You will also be actively working with the call center, solution group and product & technology team, as well as others to champion the needs of customers. You are also focusing on identifying process improvement both internally and externally to ensure optimal customer satisfaction. This is a one year contract position with an hourly pay rate of $35 - $40 per hour.

The Customer Care Manager Job Responsibilities Include:
• Customer Satisfaction & Issue Resolution; acting as the main production contact for the call centre(s) and ensuring issue resolution/escalation and overall satisfaction with the service
• Providing third level support to the call centres
• Managing the appropriate, timely and complete solution of production issues reported regarding the product by customers through the call centres
• Identifying and escalating key issues/risks and escalating to the Management team where appropriate
• Contributing to customer care team meetings, information sharing and continuous improvement of the team in a positive fashion
• Following all customer care processes and providing appropriate feedback and input on process improvement
• Working in a positive fashion within the customer care team to contribute and share skills and experience which will positively enhance overall team performance

The Customer Care Manager Job Requirements Include:
• Minimum 5 years of customer service and helpdesk experience and minimum 2 years of recent experience in technical problem resolution and change management service
• Excellent customer service, interpersonal and organizational skills
• Exceptional problem resolution skills and knowledge of the technical and business aspects of the internet, browsers and networking
• A team player, able to work well with a variety of cross functional teams
• Effective at communicating written and verbally to all levels of staff and clients as required on products and services
• Ability to write administrative procedures
• High level of initiative and creativity and works in a fast pace, technical environment with minimal supervision

If you are interested in this Customer Care Manager Job in Toronto, ON or other similar opportunities then click “apply” below and apply online at

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**Note: Accommodation will be provided in all parts of the hiring process as required under Adecco’s Employment Accommodation policy. Applicants will need to make their needs known in advance to their Adecco representative.**