Overview

It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.

The Company:

OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition. Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation.

About the role: TheNPS (Net Promoter Score) Managerplays a key role in overseeing and improving the online customer experience for Samsung by guiding the cross functional teams in handling inquiries related to the omni-channel business. This position is responsible for coaching, developing strategies to enhance customer service, and ensuring the efficient operation of customer care processes. The NPS Manager will collaborate with internal teams to address escalated issues, improve operational standards, maintain up-to-date procedures, and create impactful training materials. Additionally, they will monitor performance through reporting, drive process improvements, and support projects that enhance the overall customer journey, all while fostering a positive and productive team environment.

What you’re responsible for:

• Supports the SR. Specialists on how to effectively and efficiently respond to online inquiries regarding product information, promotions, existing orders, returns, outstanding credits and shipping information

• Maintain an understanding of Samsung promotions, processes and policies to advise agents, leaders, SR. Specialists, on best approach for customer escalations

• Coach the Specialist team, promotion excellence in customer service surrounding areas such as consumer inquiries regarding product information, current promotions, existing orders, returns, outstanding credits and shipping information

• Develop strategies that retain/drive sales and improve operational standards and customers’ online shopping experience

• Investigate circumstances resulting from customers inquiries/complaints and recommend actions for improvement going forward

• Recruit, coach and motivate employees to ensure that the operations/customer experience objectives are maintained within the online team

• Support all SR. Specialists work activity and schedule the team accordingly based on demand and time of year specific for each separate process

• Ensure all Sr. Specialist customer interactions are tracked within the Order Management System and on Excel, ensuring ticket accuracy for reporting purposes

• Maintain professionalism by answering questions and providing feedback to customers, other Samsung departments and business partners in a timely manner

• Responsible for maintaining up to date Standard Operating Procedures (SOP’s) for the above respective PIC tasks

• Support Customer Experience Managers with updating onboarding material and training new hires

• Creating and implementing de-escalation strategies for the promotional programs being offered by Samsung and Samsung Partners

• Supporting Samsung partners in delivering top tier service to their customers

• Develops email or contact scripts if changes to current processes are required, or, if an event has occurred that requires a SR. Specialist to email, call, text, customers regarding impact to the customer orders

• Reviews customer/agent data to identify areas for improvement and implement changes

• As required, collaborates and works closely with the company legally to ensure that all, policy or procedural changes, impacting Operations, are updated, signed off, prior to implementing or handing over to the Training and Development team

• Responsible to produce reporting, daily, weekly, monthly or on demand, ensuring and monitoring timely input from other NPS members, highlighting progress, tracking of each project within customer care, delivery and onsite experience

• Has a process improvement mindset focusing on delivering a positive customer journey via the different PIC responsibilities and tasks

• Manages or own specific projects, ensure timely updates, takes required action to hit the desired timelines

• Other duties assigned as required to meet business needs

  To join our team:

• College Diploma or University Graduate (BA) preferred

  What we offer:

• A competitive base salary of $120K plus bonus and other perks

• Vacation plus additional flex days

• Comprehensive benefits

• Training and development opportunities to grow your career with one of Canada’s Best Managed Companies

• A supportive workplace culture and work environment

  If this sounds like you and you’re excited to be a member of our team, please apply now.

  We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.

  Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

  OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

Job LocationsCA-ON-Mississauga

Job Post Information* : Posted Date1 week ago(1/22/2025 3:34 PM)

ID 2025-80847

of Openings 1

Job Code OSL-CA01

Category Corporate : Entreprise

Type Corporate Team: équipe des affaires