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Job Description
- Aria Systems Inc. is seeking an experienced Customer Service Supervisor to join our growing team in our Maadi office. The team mainly serves our North American customers and operates within the Eastern Standard Time zone. The primary role will be to oversee our customer service team, resolve customer issues, and provide the highest standard of customer service to our clients. The ideal candidate will be a results-oriented individual who can think critically, solve problems, and add value to the customer’s experience. Managing all areas of customer service and leading the customer service team with enthusiasm and excellence is the goal. The successful candidate is also an organized, personable team player who maintains a positive attitude and takes initiative in improving the processes necessary to drive successful customer service.
Responsibilities:
- Manage and lead a team of technical support engineers, business analysts and account managers.
- Perform performance appraisals to all team members on a regular basis.
- Manage team member work schedules and attendance.
- Coordinate the scheduling of all team member tasks.
- Investigate and solve customer service complaints.
- Assist with development and implementation of service policies, and explain these to staff and customers.
- Maintain documentation pertaining to customer service department activities.
- Create/share performance management reports for your team.
Job Requirements
- A minimum of 7+ years of experience in customer service
- A minimum of 3+ years of experience managing a team
- Outstanding communication skills, both written and verbal (English).
- Strong people skills.
- Excellent phone etiquette.
- Outstanding organizational skills.
- Available to work evening shift (EST time zone).
