In ten years, Clearly Contacts has grown from a one person start up to a TSX listed (symbol: COA), world leading on-line distributor of glasses and contact lenses operating from distribution hubs in Canada and Europe. With well over 100 million vision care products delivered to date, we have built up a significant customer base.

You will contribute to the success of Clearly Contacts by leading a team of Customer Service Representatives to create and maintain a positive and enthusiastic environment for our customers and employees. You will be directing your team in the daily operations of the Call Centre, ensuring all aspects of performance are adhered to, as well as modeling and acting in accordance with the Clearly Contacts guiding principles.

Key Responsibilities:

- Assist Director of Customer Service and Operations Manager to lead team and manage daily activities ensuring daily and monthly targets are met
- Resolve escalated customer service issues
- Hire and train new Customer Service Representatives, Japan Team in best practices
- Provide ongoing training, coaching and direction
- Conduct annual reviews
- Update customer service training manuals and procedures
- Schedule team based on call and email volumes
- Ensure that issues pertaining to site performance, products and shipping are
communicated to the appropriate departments and are resolved
- Assist the team with emails and calls when necessary
- Recognize and reinforce individual and team accomplishments
- Work with immediate manager and other managers to develop best practices
- Manage with integrity in a way that promotes our culture, values and mission
- Communicate information from management to the team
- Assist Operations Manager with daily administrative tasks
- Manage special projects and duties as assigned by Director of Customer Service or Operations Manager

You Offer Us:

- Fluency in Japanese (Business level - must be able to use Sonkei-go・Kenjo-go・Teinei-go correctly)
- Fluency in English
- Previous coaching and supervisory skills in a call center environment would be a great asset
- Ability to effectively handle and manage confidential and sensitive information
- Strong leadership skills with ability to coach and mentor
- Organization and problem solving skills, with ability to manage multiple situations simultaneously
- Strong computer skills (use of Excel / Word / Power point etc.)
- Strong communication and interpersonal skills
- Ability to manage resources to ensure that established service levels are achieved
- Ability to manage team effectively in a fast-paced environment
- Ability to take ownership of projects and see them through to resolution
- Regular work hours are Sun-Thu 2:30pm to 11pm;flexibility to work off-schedule (weekends, evenings and days) when needed is essential
- You must have a valid work permit to work in Canada

We Offer You:

- Employee Share Ownership Plan - company matches contributions 100%
- Extended Medical Benefits and MSP
- 2 weeks paid vacation, after 2 years of employment - 3 weeks paid vacation, after 4 years of employment - 4 weeks paid vacation
- Opportunities for career growth and development
- Translink Employer Pass Program (discounted transit pass)
- Group activities (past events: paintball, Playland, dinner cruise)
- Chance to drive a Prius for 3 months
- Discounted gym membership
- Company discount on contact lenses and glasses
- A great work environment with a friendly fast paced team that enjoys working hard and playing hard

If this role sounds exciting and you are interested then email us your cover letter and resume to jobs@clearlycontacts.ca If you have a valid temporary work permit such as working holiday/post-graduate/coop visa, please include the expiry date.
Only those applicants who are short-listed will be contacted.