Customer Service Supervisor

Job Summary:

We are seeking an experienced and dynamic Customer Service Supervisor to lead our customer service team. The ideal candidate will be responsible for overseeing daily operations ensuring high levels of customer satisfaction and managing a team of customer service representatives. This role requires strong leadership skills excellent communication and a passion for delivering exceptional service.

Key Responsibilities:

• Team Management:
  • Supervise and lead a team of customer service representatives providing guidance training and support.
  • Schedule and allocate tasks to ensure efficient coverage and workload balance.
  • Monitor team performance conduct performance evaluations and implement improvement plans as needed.
• Customer Service Operations:
  • Oversee daily customer service operations ensuring timely and accurate handling of customer inquiries orders and complaints.
  • Develop and implement customer service policies procedures and standards.
  • Handle escalated customer issues and complaints providing resolution in a professional and timely manner.
• Quality Assurance:
  • Monitor and evaluate the quality of service provided by the team through regular assessments and feedback.
  • Identify areas for improvement and implement strategies to enhance service quality.
  • Maintain accurate records of customer interactions and transactions.
• Reporting and Analysis:
  • Prepare and analyze customer service metrics and reports to identify trends and areas for improvement.
  • Provide regular updates to management on team performance and customer satisfaction levels.
  • Develop and implement action plans based on data analysis and feedback.
• Training and Development:
  • Train new customer service representatives and provide ongoing training for existing team members.
  • Foster a positive and collaborative team environment encouraging professional growth and development.
  • Stay updated on industry trends and best practices in customer service.
• Process Improvement:
  • Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
  • Collaborate with other departments to streamline operations and improve the customer experience.
  • Implement and manage customer feedback mechanisms to continuously improve service delivery.

Qualifications:

• Education and Experience:
  • Bachelors degree in Business Administration Management or a related field preferred.
  • Minimum of 5 years of experience in customer service with at least 2 years in a supervisory role.

Remote Work :

No