Customer Service Supervisor

Description

Job Summary: Manage and lead the customer service team, ensuring service excellence, improving processes, and promoting team development. Key Highlights: 1. Leadership and management of the customer service team. 2. Focus on service excellence and customer satisfaction. 3. Opportunity for process and people development. Position Title: Customer Service Representative (CSR) Key Responsibilities: \- Manage the customer service team, ensuring excellent service delivery and effective resolution of customer requests \- Monitor and analyze team performance indicators, identifying opportunities for improvement \- Implement and enhance customer service processes and routines to maximize customer satisfaction \- Serve as the liaison between the customer service team and other company departments, aligning information and actions \- Plan and schedule team workloads to ensure adequate coverage across all service channels \- Lead and train customer service representatives, promoting the development of technical and behavioral competencies Required Qualifications: \- Completed undergraduate degree, preferably in Administration, Communication, or Psychology \- Minimum of 2 years of prior experience in supervision or management of customer service teams \- Strong communication, empathy, and problem-solving skills \- Leadership ability, people management skills, and teamwork orientation \- Solid knowledge of customer service techniques and customer satisfaction principles \- Proficiency in management tools and performance metrics Preferred Qualifications: \- Postgraduate degree or specialization in Human Resources Management or Service Management \- Experience in companies operating in the Services sector \- Knowledge of systems and technologies applied to customer service Additional Information: \- Working hours: 08:00 to 12:00 and 13:12 to 18:00, Monday through Friday.