PFSL Investments Canada, a subsidiary of Primerica, offers roles such as Customer Support Manager and Client Services Manager. While specific job descriptions may vary, these positions generally encompass the following responsibilities and qualifications:?
Customer Support Manager:
Responsibilities:
Team Leadership: Manage, train, and motivate a team of customer support agents to deliver exceptional service.?
Operational Oversight: Monitor performance metrics like response and resolution times to meet team goals and KPIs.?
Process Improvement: Identify areas for process enhancement, implement best practices, and streamline workflows to improve the customer experience.?
Customer Escalations: Address escalated customer issues and complex inquiries, ensuring timely and effective resolutions.?
Reporting & Analysis: Track and analyze customer support trends, prepare reports, and provide data-driven recommendations for service improvements.?
Cross-Functional Collaboration: Work with departments like sales, product, and technical support to address customer feedback and resolve issues.?
Training & Development: Offer ongoing training and coaching to enhance team performance and professional growth.
Qualifications:
Experience: At least 3 years in customer support, with a minimum of 1 year in a managerial or supervisory role.
Leadership Skills: Proven ability to lead and motivate a customer support team.?
Customer Focus: Strong commitment to customer satisfaction with effective problem-solving abilities.?
Communication Skills: Excellent verbal and written communication abilities.?
Analytical Skills: Capability to analyze data and identify trends for continuous improvement.?
Client Services Manager:
Responsibilities:
Client Engagement: Assist clients in managing their accounts and products.?
Coordination: Serve as a liaison between clients and team members to help achieve client goals.?
Problem-Solving: Listen to client concerns, empathize, take ownership of issues, and collaborate on effective solutions.?
Data Entry: Utilize internal software for data input, assist clients in setting up online access, and review details with them.?
Qualifications:
Experience: Client service experience is an asset.?
Training: Willingness to undergo training to become familiar with industry regulations.?
Work Hours: Availability to work 10-30 hours per week.?
