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Overseeing and assessing customer service staff activities, and providing them with regular performance and improvement-related feedback.
Strategizing and monitoring the daily activities of customer service operations.
Prioritize, assign, evaluate and supervise the work of all Customer Service Representatives. Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives.
Plans and implements work programs and customer service activities: modifies departmental procedures and processes; creates quality assurance tools to ensure completion, quality and timeliness.
Assisting customer service staff with duties where required.
Training staff in areas of customer service, product knowledge, and company policies
Managing walk-in customers flow to ensure proficient customer service.
Investigating and solving customer service complaints.
Assisting with the development and implementation of service policies, and explaining these to staff and customers.
Maintaining documentation pertaining to customer service department activities.
Performing additional duties where needed.
Ability to:
Supervise, assign, inspect and evaluate the work of others. Communicate effectively, both verbally and in written formats.
Motivate and evaluate staff and provide for their training and development. Develop and implement work standards.
Plan and organize work to meet changing priorities and deadlines.
Analyze and resolve complex customer service problems.
Exercise independent judgment and initiative.
Train and orient new and existing employees.
Direct and guide the work of others.
Train and evaluate staff.
Provide tactful and courteous service to the public.
Customer Service Supervisor Requirements:
Minimum PUC/12th Completed
4+ years of work experience in a similar position.
Proficient knowledge of customer service, and standard office practices and procedures.
Proficient computer skills.
Proficient knowledge of Ms-Word, Excel, Powerpoint.
Proficient standard office equipment skills.
Outstanding communication skills, both written and verbal.