Customer service supervisor Job Description

Customer service supervisor Job Description Template

A Customer Service Supervisor oversees customer service teams, ensuring optimal service delivery. Responsibilities include training staff, resolving escalated customer issues, and implementing customer service policies. They also monitor performance metrics to drive continuous improvement.

Responsibilities:

  • Supervise and lead a team of customer service representatives to ensure high-quality service delivery
  • Provide ongoing coaching, training, and feedback to team members to improve their skills and performance
  • Monitor team performance metrics and implement strategies to improve customer satisfaction, productivity, and efficiency
  • Resolve complex customer issues and complaints that cannot be resolved by team members
  • Collaborate with other departments to ensure seamless customer experiences across all touchpoints
  • Create and maintain standard operating procedures and guidelines for the customer service department
  • Analyze customer feedback and identify patterns and trends to inform business decisions and improve service delivery
  • Stay up-to-date with industry trends and best practices to continuously improve the customer service function

Requirements:

  • - Minimum of 3 years of experience in a customer service supervisory role
  • - Strong leadership and management skills
  • - Excellent communication and interpersonal skills
  • - Ability to multitask and prioritize tasks effectively
  • - Knowledge and understanding of customer service principles and practices
  • - Proficiency in using customer service software and tools
  • - Ability to analyze customer service data and identify areas for improvement
  • - Bachelor's degree in business, communication, or related field preferred