Supervisor - Customer Service 24N25

We are actively seeking an experienced and dedicated Supervisor for our Customer Service department to join our dynamic team. As the Supervisor, you will play a pivotal role in driving operational excellence by leading and managing a team of customer service representatives. Your mission will be to ensure that our team delivers top-tier service, resolves customer inquiries efficiently, and maintains the highest satisfaction rates. You will be responsible for developing the team's skills, monitoring performance metrics, and implementing strategies to enhance customer engagement. Our ideal candidate will possess strong leadership skills, exceptional problem-solving abilities, and a passion for elevating customer experiences in line with our company's standards. If you thrive in a fast-paced environment and are driven by results, this role is perfect for you.

Responsibilities

• Lead a team of customer service representatives to meet performance goals effectively.
• Monitor and assess customer service representatives’ performance and provide regular feedback.
• Develop and implement strategic improvement initiatives for quality customer engagement.
• Resolve escalated customer issues promptly ensuring customer satisfaction remains high.
• Analyze customer feedback and use insights to improve the customer service process.
• Conduct regular training sessions to enhance team skills and service delivery.
• Establish and monitor key performance indicators and take corrective actions as necessary.
• Collaborate with other departments to facilitate seamless service and problem resolution.
• Maintain up-to-date knowledge of company products, services, and policies.
• Prepare and submit reports on team performance and service metrics routinely.
• Ensure compliance with company policies and service standards at all times.
• Foster a positive and productive work environment encouraging team collaboration and innovation.

Requirements

• Bachelor’s degree in Business Administration or related field preferred.
• Proven experience in a customer service supervisory role for at least 3 years.
• Exceptional leadership skills with a strong focus on team development.
• Excellent problem-solving abilities and decision-making skills in high-pressure situations.
• Strong communication skills, both verbal and written, to interact effectively.
• Proficiency in using customer service software and tools is required.
• Ability to multitask and prioritize tasks in a fast-paced environment efficiently.
• Strong analytical skills to assess performance metrics and customer feedback.
• A customer-first mindset with a passion for enhancing user experiences.