Supervisor - Customer Service (225-1002)

As a Customer Service Supervisor, you play a crucial role in overseeing and enhancing the performance of the customer service team. You are responsible for ensuring customer satisfaction by addressing any queries, concerns, and feedback in a professional manner. Your ability to lead, motivate, and manage a team is essential for maintaining high customer service standards. You'll be tasked with developing efficient strategies to meet the company's service goals while also working closely with other departments to ensure a seamless customer experience. Excellent communication skills, both verbal and written, are imperative in this role, as is a keen ability to assess and solve problems effectively.

Responsibilities

• Oversee the day-to-day operations of the customer service department efficiently.
• Manage a team of customer service representatives, providing guidance and support.
• Develop strategies to improve service efficiency and meet service performance targets.
• Train and onboard new customer service staff to company standards.
• Handle complex customer inquiries and complaints to ensure resolution and satisfaction.
• Maintain and update customer service policies and procedures as necessary.
• Conduct regular performance reviews of team members to enhance capabilities.
• Collaborate with other departments to streamline customer service processes.
• Monitor and report on customer service metrics and KPIs to senior management.
• Identify and implement improvements in customer service systems and service offerings.
• Stay updated on industry trends to ensure the team uses the best service practices.
• Ensure compliance with company policies and legal obligations during customer interactions.

Requirements

• Bachelor's degree in Business Administration or a related discipline preferred.
• Proven experience in a supervisory role within a customer service environment.
• Strong leadership skills with the ability to mentor and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills required.
• Ability to handle multiple tasks and manage time effectively under pressure.
• Familiarity with customer service software and CRM systems is advantageous.
• Commitment to delivering a high-quality customer service experience consistently.