Customer Service Supervisor
1 week ago
Supervision and Leadership
- Provide hands-on supervision and guidance to Customer Care Account Officers to ensure optimal team performance.
- Foster a high-performance culture by setting clear expectations, promoting accountability, and providing continuous coaching.
- Conduct regular training and development initiatives to enhance technical knowledge, soft skills, and customer handling capabilities.
- Monitor daily operations to ensure team adherence to internal protocols, service levels, and company values.
- Ensure the timely and accurate fulfillment of a wide range of customer requests, including contract processing, title transfers, refunds, move-ins, and waivers.
- Review and validate customer transaction documentation, ensuring completeness and alignment with standard procedures.
- Aggregate incoming requests and coordinate closely with relevant departments to streamline handoffs and monitor progress along the service funnel.
- Monitor compliance with internal SLAs and proactively resolve delays or bottlenecks in the fulfillment process.
- Investigate, and resolve customer concerns, complaints, or account discrepancies with empathy and efficiency.
- Serve as point-of-contact for escalated transactions and irate clients, collaborating with other departments to expedite resolution.
- Analyses root causes of recurring issues and recommend preventative or corrective actions to reduce escalation rates.
- Track team and individual performance based on KPIs such as timeliness of fulfillment, escalation rate, accuracy of reports, and quantity of resolved transactions.
- Prepare and present regular performance reports and insights to Customer Care leadership and management.
- Identify performance gaps and implement targeted interventions or process changes to improve service quality and turnaround times.
- Maintain professional, timely, and clear communication with customers regarding the status and next steps of their requests.
- Ensure consistent updates are provided across multiple touchpoints (email, walk-in, calls) based on customer preference and urgency.
- Promote a customer-first mindset by fostering trust, transparency, and empathy in all interactions.
- Conduct periodic audits and evaluations of the fulfillment process to identify inefficiencies or compliance gaps.
- Collaborate with the Fulfillment Assistant Manager to implement best practices, standardize workflows, and elevate service quality.
- Leverage customer feedback and internal data to propose process innovations that enhance client satisfaction and reduce handling time.
- Work closely with departments such as Documentation, Finance, Legal, Sales Admin, and others to ensure cohesive handling of client requests.
- Actively participate in interdepartmental meetings to align on service standards, resolve process roadblocks, and refine SLAs.
- Maintain strong relationships with department heads to reinforce accountability and mutual support in customer fulfillment efforts.
- Graduate of Business Management, Mass Communication, or equivalent
- With at least three (3) years of working experience in customer service/fulfillment & one (1) year of working experience as Customer Care/Service Supervisor
- Has strong interpersonal relationship skills, clear communication skills, and leadership skills
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