
Customer Service Supervisor
4 days ago
Job description:
Job Purpose
This role is responsible for overseeing the overall customer service team, ensuring exceptional customer through efficient problem resolution and continuous improvement of service delivery.
Educational/Work Experience
● A bachelor's degree in administration and management or a related field
● At least one (1) year experience in service management or a related role
● With knowledge of service management principles, processes and best practices
Qualifications
● Excellent communication, interpersonal, and relationship building skills
● Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges
● A commitment to delivering outstanding customer service
● Strong analytical, interpersonal, and relationship building skills
● Detail-oriented but able to quickly grasp the big picture
● Strong leadership skills
● Advanced proficiency in MS Office (Word, Excel, PowerPoint)
● Strong experience in the administration of CRM software
Essential Functions
● Assist the Service Manager in resolving escalated branch issues, providing support and guidance.
● Aid in compiling and analyzing reports to track service performance and identify areas for improvement.
● Support the implementation of process changes and improvements, ensuring alignment with company standards.
● Coordinate with branches and brands to organize customer service representative (CSR) orientations, ensuring consistency across locations.
● Develop plans for CSR orientations and training sessions to enhance team capabilities.
● Update the Operations team on process changes for revisions in the operations handbook, ensuring accurate documentation.
Physical Conditions and Nature of Work Contacts
● Willing to work on extended hours, holidays and rest day
● Willing to travel to various branches for fieldwork
Job Type: Full-time
Benefits:
- On-site parking
- Paid training
Work Location: In person
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