Customer Service Supervisor

Description

Summary: We are seeking an experienced Customer Service Supervisor to lead and oversee customer service operations, managing daily operations, coaching teams, and improving service quality. Highlights: 1. Lead and oversee customer service operations 2. Coach and develop customer service teams 3. Improve service quality and ensure customer satisfaction We are seeking an experienced Customer Service Supervisor to lead and oversee our customer service operations. The ideal candidate will have at least ten (10\) years of experience in customer service, call center operations, or business administration, with a proven track record of supervising teams, improving service quality, and ensuring customer satisfaction. The successful candidate will be responsible for managing daily operations, coaching team members, monitoring performance, and implementing best practices to achieve organizational goals. **Key Responsibilities** * Supervise and support the daily activities of the customer service team to ensure excellent service delivery. * Monitor team performance, productivity, and adherence to company policies and service standards. * Handle escalated customer inquiries, complaints, and complex issues in a professional and timely manner. * Develop, implement, and maintain customer service procedures, workflows, and performance standards. * Conduct regular coaching, training, and performance evaluations to enhance team effectiveness. * Coordinate with internal departments to resolve customer concerns and improve service processes. * Ensure accurate maintenance of customer records, documentation, and databases. * Assist in workforce planning, scheduling, and resource allocation to meet service demands. * Support management in implementing strategic initiatives and customer service objectives. * Maintain confidentiality of customer and company information at all times. **Qualifications** * Bachelor's Degree in Business Administration, Management, or a related field. * Minimum of ten (10\) years of experience in customer service, call center operations, or business administration. * Excellent written and verbal English communication skills. * Strong leadership, coaching, and team management abilities. * Exceptional problem\-solving, decision\-making, and conflict\-resolution skills. * Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). * Experience with CRM systems and customer service software. * Strong organizational skills with attention to detail and accuracy. * Ability to work effectively in a fast\-paced, multicultural environment. * Professional, proactive, and results\-oriented with a strong customer\-focused mindset. * Ability to manage multiple priorities while maintaining high service standards. **Preferred Qualifications** * Experience in customer service quality assurance and performance management. * Previous experience in a multinational or cross\-cultural work environment is an advantage. Work Location: In person