Customer Service Sup....
Customer Service Supervisor
Posted on :
25-05-2024
Employer Active
1 Vacancy
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Jobs by Experience
4-5years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
25-05-2024
Job Description
Provides daytoday leadership to ensure a highperformance customer serviceoriented
work environment that supports achieving the Team s objectives in providing exceptional
experience and meets the Global Metrics.
Prioritizes assigns evaluates supervises the work of all Customer Care Representatives.
Provides coaching and guidance for performance improvement and development; directs
and oversees the training of new representatives.
Maintains the daily schedule to ensure complete coverage for our customer base by
monitoring and implementing company s attendance policies.
Interacts effectively with the relevant team to solve cases and other issues raised by the
customers.
Handles all communication systems Telephone Email and Chat system and ensure
availability of the reps across all platforms.
Analyses and Prepares training program for continuous development of the team.
Assists the team in overflows; must be ready to take calls answers cases and chats as
required and needed.
Writes and conducts formal performance appraisals and participates in various personnel
actions including hiring coaching training promotion discipline and termination.
Plans and implements work programs and customer service activities: Modifies team
procedures and processes; creates quality assurance tools to ensure completion quality
and timeliness.
Handles and solves all escalations concerns from the reps.
Maintains team spirit and culture. Motivates the team and keeps positive vibe in the office.
Makes a healthy working environment and a worklife balance setup.
Performs related duties and responsibilities as required.
Requirements
Requirements:
Knowledge in Customer service practices and customeroriented telephone email and chat
etiquette.
Preferably has experience in SalesForce management.
35 years experience as a team leader/supervisor/manager in a BPO set up
Proficiency in MS Office
Excellent communication and presentation skills
Proven track record in customer service excellence
Amenable in a physical office setup
Benefits
Benefits:
Full Time Employment with competitive salary and benefits
Medical dental and vision insurance coverage with benefits.
Nice to have requirements: Previous 1-2 years Customer Service experience Experience working in a high call volume/metric driven environment Strong communications skills Pleasant phone voice with a clear understandable tone Ability to multitask. Responding to chat lines and customer calls along with the ability to navigate our customer service system.Inter mediate computer skills and experience in Microsoft office products Typing speed of 40+WPM Previous experience with CRM platform (SalesForce preferred)
Employment Type
Full Time
Key Skills
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