Customer Service Supervisor (225-902)

The Customer Service Supervisor is a pivotal role dedicated to improving customer satisfaction through the management of a team of frontline customer service representatives. This position involves developing and implementing effective customer service procedures and ensuring that all customer interactions are handled in a courteous, timely, and effective manner. The supervisor will also be responsible for monitoring and evaluating the team's performance against service standards and KPIs. They will have the opportunity to train and mentor customer service staff, overseeing the daily operations of the customer service department, and working closely with senior management to refine service strategies. If you possess strong leadership, communication skills, and have a passion for delivering excellent customer experiences, this role offers an ideal platform for professional growth.

Responsibilities

• Supervise and mentor a team of customer service representatives daily.
• Develop and implement customer service policies and procedures effectively.
• Monitor team performance and provide regular feedback and coaching sessions.
• Handle escalated customer inquiries and resolve complex issues promptly.
• Assess training needs and organize relevant training sessions for staff.
• Work closely with management to align customer service goals with business objectives.
• Analyze customer feedback and propose improvements to enhance customer satisfaction.
• Assess operational processes and identify areas for service improvements regularly.
• Prepare and maintain performance reports for customer service metrics and KPIs.
• Coordinate with other departments to resolve issues and enhance service delivery.
• Contribute to team recruitment by participating in hiring and onboarding processes.
• Maintain an up-to-date knowledge of company products, services, and processes.

Requirements

• Bachelor's degree in Business Administration, Management, or a related field preferred.
• Proven experience in a supervisory role within customer service for at least three years.
• Strong leadership and team management skills with conflict resolution experience.
• Excellent verbal and written communication skills, and analytical abilities.
• Proficiency in customer service software and Microsoft Office applications required.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Flexible availability to accommodate different shift schedules and urgent requirements.