Terms of Reference

Title: Customer Service Manager

Duration: Full-time (On-site)

Royal York Property Management is Canada’s largest property management company with a portfolio of over 13,000 units and over $7.8B+ in real estate assets under management. With a strong focus on customer satisfaction, the Company provides a full suite of services to complement property management, including tenant placement with guaranteed rental income, and maintenance services. Royal York is committed to being an industry leader by leveraging technology to streamline operations, enhance services, and help clients make informed decisions using our advanced data analytics. We provide our landlords with the tools and technology needed to optimize rental income, minimize vacancies, and maximize property values and help our tenants find their perfect home. With 15 offices strategically located across Ontario, Canada and two office locations in Europe, Royal York provides clients with the peace of mind of local expertise, and consistent service with all departments operating 24 hours a day, 7 days a week.

We are looking for a motivated and experienced Customer Service Manager to lead our customer service department. Your goal will be to ensure exceptional customer service, manage a team of customer service representatives, implement strategies to enhance customer satisfaction, and drive overall customer-centric within the organization.

Responsibilities of the position:

  • The customer service manager is responsible for leading and managing a team of customer service representatives. This involves hiring, training, and evaluating the performance of team members, as well as providing guidance, coaching, and support to ensure their professional development.
  • Developing and implementing customer service strategies and procedures to enhance customer satisfaction and meet company goals. This includes setting service standards, establishing performance metrics, and continuously monitoring and improving the overall customer service experience
  • Handling escalated customer inquiries or complaints that cannot be resolved by front-line customer service representatives. The manager should have the ability to effectively address customer concerns, diffuse difficult situations, and find appropriate solutions to ensure customer satisfaction.
  • Implementing quality assurance processes to ensure that customer interactions are handled in a professional and efficient manner. This involves monitoring customer service calls, reviewing email communications, and providing feedback and coaching to team members to improve their performance.
  • Identifying training needs and conducting training sessions for customer service representatives to enhance their product knowledge, communication skills, and customer service techniques. The manager should also keep the team updated on changes in services, policies, or procedures.
  • Tracking key performance indicators (KPIs) to evaluate the effectiveness of the customer service team and individual representatives. Generating reports on customer service metrics, such as response times, resolution rates, customer satisfaction scores, and presenting them to management for review.
  • Collaborating with other departments, such as sales, marketing, and operations, to ensure smooth coordination and alignment of customer service efforts. This includes sharing customer feedback, identifying areas for improvement, and working together to enhance the overall customer experience.
  • Leveraging customer service tools and technologies to streamline processes, enhance efficiency, and improve the customer service experience (including but not limited to customer relationship management (CRM) software, live chat systems, or other relevant technologies).
  • Developing and implementing customer service policies, procedures, and standards to ensure consistent and high-quality service delivery across the organization. Regularly reviewing and updating these policies to align with changing customer expectations and industry best practices.
  • Building and maintaining positive relationships with key customers, addressing their concerns, and ensuring their ongoing satisfaction. This may involve conducting customer satisfaction surveys, hosting customer appreciation events, or proactively reaching out to gather feedback.


  • Bachelor’s degree in business administration or relevant field.
  • A minimum of 3 years of proven experience in a customer service position.
  • Previous experience of working in a service center environment in a supervisory capacity
  • Strong client focus, excellent communication skills, both written and verbal.
  • Strong interpersonal skills to be able to deal with people at all levels, analytical skills to be able to interpret data and trends.
  • Leadership skills and the ability to motivate and develop staff, a desire to help others work towards targets and develop their skills.
  • The ability to set, meet and exceed targets.
  • A flexible attitude and the ability to manage change.
  • Outstanding written and verbal English communication skills.
  • Good understanding of management practices and techniques.
  • Excellent leadership and interpersonal skills.
  • Ability to work from 15:00 to 23:00 (on-site) from our office in Prishtina

How to apply:

Please submit your resume and a cover letter in English to the link attached below.

Application Link

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