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Job Description
Position Description:
- Ensure that customer service team has excellent communication, problem solving, and professional email/call etiquette skills for achieving customer satisfaction.
- Ensure that customer complaints are resolved in a professional manner.
- Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
- Determine work procedures, work schedules, and workflow for customer service staff.
- Ensure that the customer inquiries are handled and answered in a timely and accurate fashion.
- Develop standard procedures and policies for improving the service provided to customers.
- Conduct meeting with Managers to discuss process improvements and issues and come up with solutions for them.
- Maintain in-depth knowledge of the company’s accounts, systems, and processes.
- Monitor business and process metrics to measure and manage customer service effectiveness.
- Prepare documentation and reports on routine customer correspondence for future reference purpose.
- Train and enhance training guides for new hires and enhance the training process.
- Build a supportive, positive environment for everyone to work better.
Job Requirements
- For this role, a strong Internet connection and a laptop are required, along with experience using communication tools like Zoom and Slack.
- 3-5 years of experience as a Customer Service Supervisor
- Ability to work on switched shifts 24/7
- An eager desire to learn the business within an emerging, competitive, and rapidly growing industry.
- Previous experience gained working for a highly demanding team
- Demonstrable experience of dealing with highly confidential and often sensitive information
- Good writing skills
- Exceptionally high standards with meticulous attention to detail
- Proactive and energetic
- Excellent communication skills (both written and verbal) and high ability to keep up with different communication channels
- Professional and personable, with diplomacy and tact. Self-starter with a positive and enthusiastic “can do” attitude
- Very good command of the English language (e.g., spelling, grammar and punctuation)