Customer Service Supervisor

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.