Customer Service Supervisor

Overview

We are seeking a highly motivated and experienced Customer Service Supervisor to lead and manage our customer service team. The role focuses on ensuring high-quality service delivery, handling customer inquiries and complaints efficiently, and enhancing overall customer satisfaction and experience.

Responsibilities

• Supervise and manage the customer service and call center team, ensuring effective task distribution
• Monitor team performance and provide ongoing coaching, support, and evaluation
• Handle and resolve complex customer complaints in a timely and professional manner
• Develop and implement service standards and procedures to improve customer experience
• Track key performance indicators (KPIs) and prepare periodic reports for management
• Train new employees on company policies and customer service procedures
• Collaborate with other departments (Operations, Sales, Quality) to ensure service integration
• Oversee responses to customer inquiries across all communication channels (phone, email, applications)
• Perform any additional tasks assigned by management

Qualifications

• Bachelor's degree in Business Administration, Service Management, or a related field
• Minimum 7 years of experience in customer service, with at least 3 years in a supervisory role
• Strong communication, problem-solving, and decision-making skills
• Experience with CRM systems and computer applications
• Proven leadership and team management abilities
• Ability to work in a fast-paced environment and handle pressure
• Office-based role
• Requires daily interaction with customers and the customer service team