Customer Service Supervisor

About the Role

The Customer Service Supervisor will lead and manage a team of Customer Service Representatives, ensuring a high level of customer satisfaction and service excellence. The role will be responsible for overseeing daily customer service operations, handling escalated complaints, monitoring team performance, and identifying opportunities to improve the overall customer experience.

• Lead, motivate, coach, and develop the Customer Service Team.
• Monitor individual and team performance against established KPIs
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• Handle and resolve escalated customer complaints and issues effectively.
• Collect and analyze customer feedback to identify areas for improvement.
• Prepare and analyze customer service performance reports.
  
  Collaborate with Sales, Marketing, and Operations to ensure a seamless customer experience.
• Improve, streamline, and document customer service processes.
• Ensure compliance with company policies, procedures, and confidentiality requirements.
• Conduct regular team meetings and provide ongoing training and development.

• Bachelor’s degree in Business Administration, Communication, or a related field.
• 5–7 years of proven experience in customer service.
• Previous experience in a supervisory or leadership role.
• Strong leadership, communication, and problem-solving skills.
• Strong analytical and decision-making abilities.
• Familiarity with CRM systems, customer service software, and Microsoft Office
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• Experience in retail, malls, or commercial customer service is preferred.
• Knowledge of customer service KPIs and process improvement methodologies.
• Fluent English communication skills are highly desirable.

Leadership | Customer Focus | Communication | Problem Solving | Analytical Thinking | Team Management | Service Excellence

If you are passionate about customer experience, have strong leadership skills, and are ready to make a positive impact,
we would love to hear from you!