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Job Brief
We’re looking for an experienced and customer-focused Customer Service Supervisor to lead a team of customer service representatives.
The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for delivering exceptional customer experiences.
Responsibilities
- Supervise a team of customer service representatives to achieve service level agreements, quality, and productivity targets
- Monitor and evaluate customer interactions, providing feedback and coaching to representatives to improve performance
- Identify and implement process improvements to increase efficiency, reduce errors, and enhance customer satisfaction
- Analyze and report on key performance indicators (KPIs) such as first call resolution, customer satisfaction, and net promoter score
- Collaborate with other teams to resolve customer issues and improve overall customer experience
- Develop and implement coaching programs to improve representative skills and knowledge
- Conduct performance evaluations, provide feedback, and implement corrective actions as needed
- Assist in the development of customer service policies, procedures, and standards
Requirements and Skills
- Associate's degree in Business Administration, Communications, or a related field
- At least 2 years of experience in a customer service environment, with a proven track record of achieving performance targets
- Excellent leadership, communication, and interpersonal skills
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
- Experience with customer service software, technology, and systems, such as CRM, ticketing systems, and chat platforms
- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to work varying shifts, including evenings, weekends, and holidays as required
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Frequently Asked Questions
What is a Customer Service Supervisor?
What does a Customer Service Supervisor do?
A Customer Service Supervisor is responsible for:
- Supervising a team of customer service representatives
- Monitoring and evaluating team performance
- Identifying areas for improvement and implementing process improvements to increase customer satisfaction.
They also handle customer escalations, resolve complex customer issues, and collaborate with other teams to resolve operational issues.
What should you look for in a Customer Service Supervisor resume?
When reviewing a Customer Service Supervisor resume, consider:
- Supervisory experience: Look for experience in a supervisory or leadership role, preferably in a customer service or related field.
- Leadership skills: The ability to motivate and manage a team of customer service representatives is essential.
- Communication skills: Excellent communication and interpersonal skills are necessary to interact with customers, team members, and stakeholders.
- Analytical skills: The ability to analyze data, identify trends, and make data-driven decisions is critical.
- Customer service expertise: The ability to resolve customer complaints and issues in a timely and professional manner is important.
- Certifications: Consider certifications such as Certified Customer Service Supervisor (CCSS) or Certified Customer Experience Professional (CCEP).
- Technical skills: Proficiency in customer service software, CRM systems, and other relevant technologies is a plus.