Customer Service Supervisor
Job Summary
We are looking for a Customer Service Supervisor to lead and support a team in delivering high-quality customer service. You will play a key role in ensuring excellent customer experience, managing service operations, and driving continuous improvement in processes and team performance.
Responsibilities
- Lead and coach Customer Service team
- Monitor KPIs and service quality standards
- Handle complex inquiries and escalations
- Oversee order processing and CRM accuracy
- Analyze performance data for management
Required Skills
- Minimum 5 years CS experience
- Strong leadership and management skills
- KPI tracking and data analysis
- Proficiency in SAP and CRM systems
- Problem-solving and communication
Job Details
Roles & Responsibilities
- Lead, coach, and supervise a team of Customer Service Officers
- Monitor KPIs, workload distribution, and service quality standards
- Handle complex customer inquiries across multiple channels
- Oversee order processing, amendments, and cancellations
- Manage escalations and resolve customer issues effectively
- Support CRM accuracy and maintain proper documentation
- Analyse performance data and prepare reports for management
- Identify and implement process improvements
- Support training and development of team members
- Collaborate with internal teams to ensure smooth operations
Requirements
- Minimum 5 years of customer service experience
- Strong leadership and team management skills
- Experience in KPI tracking, reporting, and data analysis
- Proficiency in SAP, CRM systems, and Microsoft Office
- Strong problem-solving and communication skills
- Ability to work independently in a fast-paced environment
- Organised, proactive, and detail-oriented approach