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Customer Care Supervisor


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Customer Care Supervisor

Location: Canada

Department: E-Commerce Department

Are you looking for not just a job, but a career? Are you seeking a position that will make full use of your skills and potential in the customer service and ecommerce field? Do you love helping people and solving problems? Do you have proven experience coaching and leading teams in a contact centre environment? Then, JYSK Canada is looking for you!

JYSK Canada has been growing its footprint in the world of eCommerce, store count, and market share when many other retailers are shrinking. With 62 stores across Canada and located now in 50 countries, JYSK has been transforming the world of home furnishings with smart, sleek, SCANDANAVIAN design at an affordable price! As we have grown, the number of customers we interact with on a daily basis has grown significantly. This growth has created the need for a more holistic approach to how we service our customers. We are in the process of building a Customer Care Centre that will be responsible for the customer no matter the channel they come to us, be it social media, email, web site, chat or through the phone. This is an exciting opportunity to be part of the multi-channel world of retail that is no longer the future but is now here to stay.

The Role:

As a Customer Care Supervisor for JYSK, you will be responsible for:

  • Coaching and developing a team of agents assisting customers with inquiries and concerns.
  • Customer service escalations and responsibilities including answering customer queries via telephone, email, chat and social media
  • Communicating with leadership on areas of concerns and proposing solutions
  • Utilizing systems to analyze data and make recommendations
  • Problem solving and providing detailed information on new products, order timelines etc.
  • Guiding and coaching agents to increase productivity, sales and customer satisfaction results
  • Communicating with stores to successfully complete online orders
  • Maintaining appropriate service levels on inbound channels of communication (Emails, phone calls, chat, etc)
  • Addressing employee issues and suggesting appropriate solutions
  • Hiring two shifts:
    • Sun – 9am-6pm & Mon, Wed, Thurs, Fri – 6am-2:30pm (Tues/Sat off)
    • Mon-Thurs & Sat – 12:30pm-9pm (Sun/Fri off)

The Right Candidate:

Required

  • A minimum of 1-year experience in a leadership position with direct reports in a customer care environment
  • Experience motivating, coaching and leading teams
  • Strong computer skills. Proficient in Microsoft office products
  • Strong verbal and written communication skills
  • Able to maintain a positive attitude while working under pressure
  • Is customer focused and detail oriented
  • Has ability to connect with customers and find creative solutions to problems
  • Enjoys teamwork and helping people
  • Strong problem-solving ability
  • Adheres to deadlines and delivers quality work
  • Ability to read, interpret and create reports
  • Contributes in training or orienting other staff on office policies and procedures
  • Is able to work flexible hours during peak periods

Preferred/Considered an asset

  • Experience in an e-commerce setting
  • Experience with Zendesk, Moneris, Riskified, Magento, Order Dynamics, Centara
  • Bilingual (French/English) both written and spoken is preferred

More Great Information!

  • Thanks for your interest in JYSK! Due to a high volume of applications, only those applicants selected for an interview will be contacted.
  • If you haven't done so already, please follow us on Twitter for the latest career opportunities at JYSK:https://twitter.com/JyskCANCareers

Best of luck with your search! Follow us online for MORE opportunities!

JYSK Canada is committed to creating a diverse environment and is proud to be an equal opportunity employer. This principle applies to all aspects of employment, including recruitment, selection, transfer, promotion and all other conditions of employment. As a company, we have developed l programs and policies that address and recognize our objective to ensure that our work environment remains free of discrimination and harassment of any kind and promotes and recognizes the diverse backgrounds of our Colleagues. JYSK Canada will accommodate both internal and external applications throughout the hiring process.

All employment decisions at JYSK are based on business needs, job requirements and individual qualifications. All qualified applications will receive consideration for employment without regard to race, national or ethnic origin, colour, religion, age, sex, gender, sexual orientation, gender identity/expression, marital status, family status, disability or a conviction for which a pardon has been granted or a record suspended. We consider all applications on the basis of individual qualification for the particular position and we do so without regard to any unrelated factor and/or characteristic.

JYSK Canada is committed to the value of equal employment opportunity for all Colleagues and the innovation that diversity creates in the work environment. We welcome and encourage applications from individuals with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the hiring process.

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