Overview

We are seeking a Customer Service Operations Specialist to manage the day-to-day customer service delivery and management. You will be the key person to help drive performance, manage escalations, and champion customer outcomes while shaping operations with data and frontline insights.

You will oversee operations guidelines, CS related KPI performance, workflow management, and cross-functional collaboration to ensure high-quality customer service aligned with business priorities.

This position may be considered for a full time role in the future.

Key Responsibilities

- Oversee day-to-day Customer Service operations, ensuring calls, emails and interactions are handled efficiently and within service levels.
- Establish clear performance expectations, routines, and accountability measures to drive customer focus and productivity.
- Lead escalations with ownership, timely resolution, and customer-focused communication.
- Act as voice of the customer, translating feedback into operational priorities and improvements.




- Partner with cross-functional teams to translate insights into process and experience changes through operations guidelines, training and customer related materials.
- Assist in order fulfillment, inventory distributions and management.

Requirements

- 2+ years of experience in customer service, contact center operations or a related field.
- Strong knowledge of contact center operations and performance management.
- Familiar with process automation and API-based workflows.
- Familiar with MS Word, Excel, PowerPoint,
- Fluent in English, Cantonese and Mandarin.
- Experience in telecom industry is an asset.

Pay: From $20.00 per hour

Benefits:

- Casual dress
- On-site parking
- Store discount

Experience:

- Customer service: 2 years (required)
- Telecommunication: 2 years (preferred)

Language:

- English (preferred)
- Mandarin (preferred)
- Cantonese (preferred)

Work Location: In person

📌 Customer Service Operations Specialist (Markham)
🏢 Kin Innovation Canada
📍 Markham