Job Description

Job Title: Customer Service Supervisor

Job Type: Full-time

Job Summary:

The Customer Service Supervisor oversees daily operations within the customer service department, ensuring high-quality service and customer satisfaction. They provide leadership, training, and support to the customer service team while monitoring performance, handling escalations, and implementing process improvements.

Key Responsibilities:

Team Leadership & Management:

• Supervise and support a team of customer service representatives.
• Schedule shifts and assign tasks to ensure adequate coverage.
• Motivate and coach team members to improve performance and efficiency.

Customer Support & Issue Resolution:

• Handle complex customer inquiries, complaints, and escalations professionally.
• Ensure prompt and effective resolution of customer issues.
• Maintain a high level of customer satisfaction through proactive communication.

Performance Monitoring & Reporting:

• Track key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Conduct regular performance evaluations and provide feedback.
• Prepare reports on team performance and customer trends for management.

Training & Development:

• Train new customer service representatives on company policies, systems, and best practices.
• Conduct ongoing coaching and professional development sessions.

Collaboration & Communication:

• Work closely with other departments (e.g., Sales, Operations, IT) to address customer needs.
• Communicate company updates, policies, and expectations to the team.

Qualifications & Skills:

• Education: Bachelor’s degree in Business, Communications, or a related field (preferred).
• Experience: 2+ years in a customer service role, with at least 1 year in a supervisory position.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Ability to handle high-pressure situations and de-escalate conflicts.
• Proficiency in customer service software (e.g., Zendesk, Salesforce) and CRM systems.
• Strong organizational and multitasking skills.
• Knowledge of customer service best practices and industry trends.

Work Environment & Schedule:

• This role may require evening, weekend, or holiday shifts depending on company needs.
• Primarily office-based, with potential for remote work depending on company policy.

Salary & Benefits:

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Career growth opportunities and professional development programs.

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