Job Purpose :
The Customer Services Supervisor should be a ‘Recognized Expert’ for relevant products & customer services processes. He / She will be leading a team of Customer service officers ensuring the highest level of support is given to our customers.
Duties & Responsibilities
· To lead and motivate a highly skilled team of Customer Service Representatives.
· Display the highest level of verbal and written communication to our customers.
· Providing the necessary feedback, training, and development to sales office staff to improve their accuracy, productivity, and quality and overall work standards.
· Providing the Customer Services Manager and supervisory colleagues with effective management information that will identify areas for improvement, and show progress of individuals, in relation to service performance, quality and training needs.
· Conducting root cause analysis and provide ongoing recommendations/solutions to improve professionalism and customer service.
· Ensuring the team provides the highest levels of accuracy and attention to detail in order to deliver excellent customer service.
· Ensuring all team members are achieving their KPI’s daily
· Proactively assisting and implementing order process improvements.
· Maintaining a sound understanding and adherence to the Sales Office ‘Code of Conduct’ and quality policies.
· Ensuring full understanding of the Company’s quality standards and expected standards of service in support of this role.
Required Experience
Needed Skills & Personal Qualities
· Good people management skills
· Experience in managing multiple internal and external stakeholders
· Good communication skills.
· A high level of organizational ability.
· Good attention to detail.
· Ability to brief and provide constructive feedback to customers.
· Advanced computer literacy and spreadsheet skills.
· Sound understanding of the Principles of Marketing and Sales.
· Experience in trade execution
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