About the Job Offer
Passionate about customer experience and operational efficiency?
At Fidelio, we are looking for a motivating manager who can structure the customer service and technical support teams, implement efficient processes, and guide their team to ensure a high level of client satisfaction through a human-centered, solutions-oriented approach.
Our MissionAt Fidelio, we support SMEs in their growth to help them become more competitive. How? By helping them optimize their business processes through our integrated management system. Well-established for over 25 years, we are currently experiencing strong growth!
What We'd Like to Offer You :
- Flexible hours, including the possibility to finish at noon on Fridays
- Remote work
- Competitive compensation
- Continuous training and mentorship
- Insurance and a group RRSP
- Monthly social activities
Your Future Responsabilities :
- Implements the customer service and management strategy in collaboration with the other departments;
- Ensures quality and efficiency in the management of front line service requests through the implementation of methods and procedures, as well as optimized formal systems;
- In conjunction with the organization’s other departments, ensures the internal referencing process is adequate and rapid;
- Monitors and analyzes management indicators and makes recommendations to his or her superior;
- In collaboration with upper management, assesses the level of customer satisfaction and implements the necessary measures to improve it;
- Responds to customer queries on billing;
- Manages the client and supplier service contracts;
- Assists, and oversees his or her work team and demonstrates exemplary leadership;
- Supports employees in developing and updating their knowledge on Fidelio's product range;
- Ensures optimal use of resources under his or her responsibility;
- Ensures ongoing improvement of assigned processes and the update of the process guide.
What We Are Looking For :
- Degree in Business Administration, IT, Accounting, or a relevant field, or an equivalent combinaison of experience and education;
- Minimum of five (5) years of experience in a similar role, including staff supervision;
- Significant experience in IT customer service;
- Recognized as an excellent communicator with an exceptional client-focused approach;
- Demonstrates diplomacy, patience, self-control, and empathy;
- Fluent in French and English, both spoken and written. Advanced English is required for professional communication with anglophone clients; English is regularly used with clients outside Quebec;
- Strategic thinking and results-oriented mindset;
- Strong project oversight skills;
- Rigorous in all aspects of work, particularly in managing priorities and meeting deadlines;
- Superior personnel management skills;
- Excellent leadership based on respect and transparency;
- Analytical and synthetic thinking;
- Teamwork skills and wilingness to collaborate;
- Strong written and oral communication skills, respectful, diplomatic, solution-focused;
- Adaptable to unexpected changes;
- Experience with an ERP system is a strong asset;
- SQL knowledge is an asset.
Do you have the profil we're looking for? It's time to apply!
Tu as le profil que l'on recherche? C'est le temps de postuler !
