Customer Service Supervisor

Job Description

Responsibilities

• Lead, mentor, and develop a team of customer service representatives effectively.
• Monitor and evaluate team performance, providing regular feedback and coaching.
• Ensure team adherence to company policies and customer service standards.
• Oversee the handling and resolution of complex customer service issues promptly.
• Identify opportunities for process improvements and implement action plans.
• Collaborate with other departments to facilitate effective customer service solutions.
• Prepare and present reports on customer service metrics and achievements.
• Maintain an up-to-date knowledge of company services and products.
• Utilize customer feedback to develop and refine service strategies consistently.
• Coordinate scheduling and workflow management for the customer service team.
• Handle escalated calls and provide satisfactory solutions for tough situations.
• Drive customer service initiatives that align with company goals and objectives.

Requirements

• Bachelor's degree in Business Administration or a related field is preferred.
• At least three years of experience in a customer service role required.
• Proven experience in a leadership role overseeing customer-facing teams essential.
• Strong problem-solving skills with a keen attention to detail needed.
• Exceptional organizational and multitasking abilities in a fast-paced environment.
• Outstanding interpersonal and communication skills, both verbal and written.
• Proficiency in customer service software and Microsoft Office Suite necessary.
• Ability to remain calm and professional under pressure or challenging situations.
• Demonstrated ability to manage and resolve conflicts effectively and diplomatically.
• Flexibility to adapt to changing business needs or operational requirements.
• Strong analytical skills with capacity to analyze and interpret data insightfully.
• Commitment to ongoing personal development and training in customer service trends.