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Job Description
Job Summary
We are seeking a dedicated and experienced Customer Service Supervisor to lead our customer service team. The ideal candidate will be fluent in English and possess strong leadership skills to ensure the delivery of exceptional customer service and support.
Key Responsibilities
- Supervise and mentor a team of customer service representatives.
- Conduct regular performance evaluations and provide constructive feedback.
- Develop and implement training programs for new hires and ongoing training for existing staff.
- Foster a positive and productive work environment.
- Handle escalated customer inquiries and complaints with professionalism and empathy.
- Ensure customer issues are resolved promptly and effectively.
- Monitor team performance metrics and report on progress.
- Identify areas for improvement and implement strategies to enhance service quality.
- Work closely with other departments to address customer needs and improve service processes.
- Participate in meetings to discuss customer feedback and service improvements.
Job Requirements
- Bachelor’s degree in Business Administration or a related field (preferred).
- Minimum of 5 years of experience in customer service, with at least 1 year in a supervisory role.
- Proven track record of managing a team effectively.
- Excellent communication skills, both verbal and written, in English.
- Strong problem-solving abilities and conflict resolution skills.
- Proficient in customer service software and Microsoft Office Suite.
- Must have experience using CRM software.
- Background in the finance or banking sector is preferred.
