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Customer Service Supervisor

Keywords / Skills : Customer Service Supervisor

Posted: 2017-09-24

Nationality
Philippines (Candidates authorized to work in the above mention countries are also eligible to apply)
Industry
Recruitment/Staffing/RPO
Function
Customer Service/ Call Centre/ BPO
Role
Customer Service Executive
Posted On
24th Sep 2017
Job Ref code
45568
Job Description
  • Manages day-to-day operations of CSRs on their team (weekly meetings, dashboard, open orders, PGI’ed not invoiced, OTS etc)
  • Act as a point of escalation (for issues that CSR cannot resolve), communicate problems clearly and collaborate with cross-functional teams to ensure that issues will be resolved quickly with a minimum long term impact
  • Coordinates, directs, monitors activities to drive and promote customer satisfaction (global customer service level, KPI’s, turn-around time, OTS.. etc)
  • Ensures all procedures and policies are implemented in their team
  • Build productive relationships and feedback loops with Finance, Sales, Planning and other departments to drive efficiencies and ensure that procedures and policies are relevant and up-to date
  • Acts as a primary Liaison with all cross-functional teams during supply issues (ensures team consistently meets obligations)
  • Ensure master data is accurately maintained by CSRs
  • Actively engage in safety programs with team (ergonomics, office safety, BBS, etc)
  • Proactive customer interactions (including visits if needed)
  • Approval of Debits/Credits (up to $5,000 for non logistics and quality issues)
  • Manage and continue to build local (and remote) team by maintaining a positive and respectful environment
  • Manage regular preparation of reports
  • Provides coaching and training, and address team and individual performance issues as appropriate
  • Identify and communicate any potential problems or challenges within the night shift team to the manager as they surface
  • Monitor progress towards goal
  • Tracks monthly metrics for their team and completes root cause/corrective actions where needed


About Company

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What can I do when my salary history makes me really expensive in my current job market? I dont want to take a huge salary cut, but I am not having success interviewing.
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