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Manager Amex Customer Service Jobs in Quebec (NOW HIRING)

Grainger Businesses

The Customer Service Centre Supervisor will lead a team of up to 15 team members and manages the ... The Supervisor manages processes to ensure compliance with company policies/procedures along with ...

Grainger Businesses

The Customer Service Centre Supervisor will lead a team of up to 15 team members and manages the ... The Supervisor manages processes to ensure compliance with company policies/procedures along with ...

Grainger Businesses

CA$23.50/hr

Customer Service Representative We're hiring full-time inbound service representatives! You'll be ... Manage and mitigate risk by taking appropriate actions. * Collaborate daily in a positive, team ...

Td

Customer Service Officer II - TDEF

Montreal, QC

CA$74/hr

TD Equipment Finance (TDEF) Customer Service Officer (CSO) provides support to the Operations and ... Managing transactions with vendors, customers, creditors and Sales Managers, securing necessary ...

Transmission Mecanique CR

Automotive Customer Service/Invoicing Clerk Accelerate your potential Geared for the driven Are you ... management support

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Manager Amex Customer Service information

What does a manager Amex Customer Service do?

A Manager Amex Customer Service oversees the daily operations of customer service teams at American Express. They are responsible for ensuring high levels of customer satisfaction, managing and coaching staff, analyzing service metrics, and implementing improvements. Managers handle escalated customer issues, coordinate with other departments, and ensure compliance with company policies and regulations. Their role is crucial in maintaining the quality and efficiency of the customer service experience provided to cardmembers.

What are the key skills and qualifications needed to thrive as a manager Amex Customer Service?

To thrive as a Manager Amex Customer Service, you need strong leadership, problem-solving, and customer service expertise, typically supported by a bachelor's degree and experience in customer support environments. Familiarity with CRM platforms, call center software, and data analytics tools is usually required. Excellent communication, conflict resolution, and team-building skills help foster a positive environment and ensure effective service delivery. These skills are crucial for maintaining high service standards, motivating teams, and ensuring customer satisfaction in a dynamic setting.

What are some common challenges faced by a manager Amex Customer Service, and how can they be addressed?

As a Manager in Amex Customer Service, you may encounter challenges such as balancing high service standards with efficiency metrics, supporting team members during peak periods, and handling complex customer escalations. Success in this role often involves fostering a positive team environment, providing continuous coaching, and leveraging data to identify and resolve process bottlenecks. Proactive communication and collaboration with cross-functional teams—such as training, quality assurance, and IT—are key to maintaining high customer satisfaction and operational excellence.

What cities in Quebec are hiring for Manager Amex Customer Service jobs?

Cities in Quebec with the most Manager Amex Customer Service job openings:

Manager Amex Customer Service jobs near you

Bilingual Supervisor, Customer Service Centre

Grainger Businesses

Hybrid

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 15 days ago

Grainger rating

8.2

Company rating: 8.2 out of 10

Based on 182 frontline employees who took The Breakroom Quiz

36th of 366 rated logistics

Job description

Work Location Type: Hybrid 

As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working® by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We’re dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results.

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work-Certified™ company, we’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

Compensation:

The base salary for this role ranges between $ 67,440 - $ 92,730, with eligibility for an incentive target of 5% which is contingent upon achieving both individual and company performance objectives.

The pay range above is not a guarantee of compensation but reflects the potential total compensation for this role at the time of this posting based on the assigned job grade.  Actual compensation will vary depending on factors such as geographic work location, relevant experience and individual skills.  The stated range is a reasonable estimate and may change over time; final compensation may fall above or below the range provided.  Grainger reserves the right to amend, modify, or discontinue its compensation and benefits programs at any time, in accordance with applicable law.

This job posting is for an existing vacancy.

Position Summary: 

The Customer Service Centre Supervisor will lead a team of up to 15 team members and manages the day-to-day operations of the Customer Service Centre, including but not limited to driving workforce efficiencies, customer service, reporting, and performance management. 

The Customer Service Centre Supervisor ensures engagement from the entire team and ensures that the team is able meet various challenges within their roles. 

The Supervisor manages processes to ensure compliance with company policies/procedures along with continual process improvement and The Supervisor must also ensure the timeliness, quality and effectiveness of all processes are met. Works within organization and cross functionally on various projects to drive Grainger’s strategies.  

Job Responsibilities (You Will): 

  • Responsible for the direct management and supervises the daily operations of up to 15 front line team members that support internal and external customers. 

  • Plans, directs, monitors, and evaluates workflow. Coordinates work activities, assigns goals to meet operational requirements. 

  • Provides regular 1:1 behavioral coaching and situational leadership to drive sustained individual and team performance. 

  • Assists team members to ensure resources are available to complete daily work. 

  • Reviews performance metrics, diagnoses root cause of underperformance and develops informal and formal improvement plans. 

  • Monitors phone calls on a regular basis and scores those calls based on quality standards. 

  • Keeps team informed of process improvements and changes and solicits feedback. 

  • Participates in the selection/hiring process and supports on-boarding/training of new hires. 

  • Celebrates team and individual successes and drives higher employee engagement. 

  • Identifies and recommend operational improvements. 

  • Bilingualism (English and French) is required for this role, as the successful candidate will regularly interact with customers, stakeholders, and Grainger team members in both official languages. 

Education/Experience (You Have): 

  • High school diploma or equivalent; Bachelor degree preferred. 

  • Minimum 3 to 5 years of customer service experience. 

  • Supervisory experience preferred. 

  • Passion for the customer experience and team member development with an ability to energize others. 

  • Strong interpersonal and communication skills.    

  • Exhibits flexibility to adapt to shifting demands and competing priorities. 

  • Ability to train and coach team members on processes, procedures, compliance, and product knowledge. 

  • Strong competence in the use of technology and software applications; desired applications include SAP, SOE, Verint, Power BI and other emerging technologies. 

  • Ability to plan, organize and delegate work. 

Rewards and Benefits:


Our programs provide choice and flexibility to meet your individual needs. Check out some of the benefits available to you with Grainger (may vary based on hours worked):

  • Medical, dental, vision and prescription drug coverage
  • Paid time off (PTO) and up to 12 company holidays per year (dependent on home province)
  • Life insurance coverage, including spousal and dependent life insurance.
  • Employee Family Assistance Program to help team members with physical, emotional, mental, financial and other concerns
  • Registered Retirement Savings Plan & Defined Contribution Pension Plan to help you save for your financial future
  • Educational & Professional Membership Fee Assistance program
  • Employee discounts, team member perks and more!

DEI Statement:

We encourage you to apply even if your experience doesn't perfectly match this job post as you may still be the right candidate for this role or others. We aspire to create a culture where everyone is comfortable being who they are, can learn and grow to realize their full potential, and is recognized and rewarded for their impact.

We are proud to be an equal opportunity workplace. All qualified applicants are considered for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, age, or disability. Should you need a reasonable accommodation during the application and selection process, please advise us so we can provide appropriate assistance.

Pre-employment background checks are required for all external candidates. Internal candidates undergo a background check when they move from a non-driving role to a driving role.

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About Grainger

Sourced by ZipRecruiter

Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money. We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.

Industry

Office administration and facilities support services

Company size

10,000+ Employees

Headquarters location

Lake Forest, IL, US

Year founded

1927

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