Customer Service Manager

Description:

BITS Recruiting is seeking a skilled and motivated Bilingual Customer Service Manager to join its client’s team within the Travel Insurance sector. This position plays a pivotal role in leading customer service operations, managing staff performance, and ensuring the delivery of exceptional client experiences. The selected candidate will work closely with internal and external stakeholders to ensure seamless customer service operations across Canada and abroad.

The ideal candidate will bring leadership expertise, bilingual fluency in English and French, and deep industry knowledge in travel insurance products and claims management. This position offers a dynamic environment where collaboration, innovation, and service excellence are highly valued.

Key Responsibilities:

• Lead and manage a customer service team focused on providing superior client support within the travel insurance industry.

• Collect and analyze workload indicators to support staffing forecasts and adjust for seasonal demand fluctuations.

• Build and maintain a positive, motivating, and performance-driven team culture aligned with company values.

• Set clear goals and performance standards to drive employee development and ensure high-quality service delivery.

• Create and implement employee performance and growth plans that align with client expectations, insurance coverage, and risk management objectives.

• Manage customer service processes and the licensing of Insurance Advisors, including oversight of local and global reporting metrics.

• Ensure service excellence by achieving and exceeding Net Promoter Score (NPS) targets.

• Recommend process improvements and workflow optimizations to enhance efficiency and customer satisfaction.

• Support clients throughout the entire policy and claim lifecycle, providing expert guidance and issue resolution.

Skills and Qualifications:

• Fluently bilingual in English and French (both written and spoken).

• Post-secondary education in a related field.

• Minimum 5 years of experience in customer resolution within the Travel Insurance sector.

• Licensed to sell Travel Insurance products (mandatory).

• Exceptional leadership, interpersonal, and communication skills.

• Strong analytical ability to interpret data and make informed decisions.

• Proven ability to foster teamwork and create a supportive environment that promotes professional growth.

• Excellent problem-solving skills and customer service acumen.

Work Schedule:

• Monday to Friday, 8-hour shifts between 8 AM and 8 PM (40 hours per week).

• Hybrid model: 1–2 days in office (Toronto or Montreal).

Compensation and Benefits:

• Annual Salary: CAD 75,000 – 80,000 (approx. CAD 6,250 – 6,667 monthly).

• Additional Compensation: 4% salary bonus.

• Opportunity for contract extension or conversion to a permanent position.

• Supportive work environment emphasizing flexibility and collaboration.

Why Join:
This is an excellent opportunity to join a reputable organization that values customer satisfaction, professional growth, and work-life balance. You’ll have the chance to contribute meaningfully to a company committed to providing top-tier travel insurance services and exceptional customer experiences across Canada.