Customer Service Supervisor

Jeevee Health Private Limited , Lazimpat, Kathmandu — Posted 5 month ago

About the job

The Customer Service Supervisor plays a pivotal role in managing customer complaints across various communication channels, ensuring the delivery of effective solutions while upholding an exceptional Customer Experience. This position requires a strategic approach to handle escalated cases and collaborate with internal departments for swift and efficient resolutions on a case-by-case basis.

Major Responsibilities:

  • Resolution Management: Address escalated cases from other customer care channels by employing appropriate methods and tools, delivering accurate and complete solutions to customers.
  • Complaint Management: Record, categorize, resolve, and escalate customer complaints to the relevant departments, ensuring timely resolutions.
  • Collaboration: Work closely with internal teams on a case-by-case basis to resolve escalated issues efficiently.
  • Follow-up: Maintain strict timelines by closely following up with relevant stakeholders to ensure proper complaint resolutions are communicated to customers.
  • Process Improvement: Proactively identify process improvement opportunities and communicate them to the line manager to reduce escalations and increase First Call Resolutions (FCR).
  • Customer Advocacy: Act as the standard-bearer for customer experience, both within the organization and in interactions with customers, especially in handling escalated complaints.
  • Interdepartmental Liaison: Assist in facilitating communication and collaboration between teams to enhance process alignment and improvements.
  • Documentation: Record interactions and actions taken for specific cases within the provided system, maintaining clear details and comments for visibility.
  • Customer Relations: Build sustainable relationships and trust with customers through open and interactive communication, addressing their needs to achieve satisfaction.
  • Adherence to Policies: Follow the organization’s communication procedures, guidelines, and policies.
  • Team Management: Oversee and manage the Customer Complaints and Disputes (CCD) team.
  • Performance Measurement: Monitor and measure customer satisfaction indices, striving to improve services in line with company standards.
  • Data Analysis: Analyze data to contribute to customer retention strategies by providing exceptional customer service and experiences.
  • Reporting: Prepare daily, weekly, and monthly reports in accordance with Key Performance Indicator (KPI) requirements.

Requirements:

  • Bachelor’s Degree minimum, with a minimum of 3 years of relevant field experience.
  • Excellent communication skills with a strong command of the English language.
  • Proficient in using MS Office applications.
  • Proactive and capable of working independently and as part of a team.
  • Demonstrated negotiation skills, influencing abilities, and analytical acumen.
  • Ability to anticipate and identify problems, using sound judgment and data-driven analysis to develop effective solutions.
  • Strong organizational skills, including prioritization, scheduling, time management, and meeting deadlines.
  • Flexibility in work hours, including availability on off-days and public holidays to resolve customer issues.
  • Female candidates are preferred.

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Details
Retail and E-commerce Industry
Full-time Job Type
Mid-Level Job Level
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