Customer Service Supervisor

Description

Job Summary: A professional responsible for supervising and planning customer service activities, including team management, cash operations, after-sales services, and problem resolution to ensure customer satisfaction. Key Highlights: 1. Customer service team management and supervision 2. Optimization of cash and after-sales operations 3. Problem resolution and improvement of customer experience **Your Mission:** * Supervise and plan customer service activities, including task allocation, performance monitoring, provision of constructive feedback, delivery of training when necessary, and ensuring that subordinates effectively fulfill their responsibilities; * Plan and organize customer service operations, including cash handling and after-sales services. This involves efficient allocation of human resources, shift scheduling and time management, and ensuring well-managed service areas during peak periods; * Manage work schedules (shifts, days off, and vacations) in accordance with operational needs to ensure prompt customer service; * Monitor customer service practices, campaign execution, and front-desk cash handling activities; * Monitor team performance against established goals, identify areas for improvement, and implement strategies to achieve set objectives; * Handle unresolved customer complaints and issues. Identify effective solutions to ensure customer satisfaction and appropriate issue resolution; * Identify opportunities for improvement in customer service operations. Implement process changes, procedural updates, and training initiatives to enhance customer experience and operational efficiency; * Supervise customer relationship management, including loyalty program administration, feedback collection, and implementation of strategies to improve customer satisfaction and loyalty; * Prepare regular reports on customer service team performance, including detailed analyses of key performance indicators. Use these reports to make informed decisions and implement improvements; * Conduct out-of-court settlements; * Ensure compliance with front-desk cash handling procedures—such as check-out, treasury, information/returns, and/or credit—to guarantee high-quality service, operational security, and support loss prevention; * Ensure customers pass through the checkout quickly and safely, thereby avoiding queue formation and service delays; * Participate in, execute, and audit cash closing procedures to prevent cash discrepancies and preserve transaction integrity (documentation); * Evaluate processes, reasons, or justifications related to exchanges, cancellations, or returns; verify conditions of returned products; and ensure proper disposition of returned merchandise—whether for debranding or resale—through team coordination. **To Join Our Team, You Must Have:** * Completed bachelor’s degree in Business Administration, Logistics, or related fields; * Knowledge of sales and customer service; * Experience in team management and data analysis. **Benefits Package:** * Medical assistance; * Dental assistance; * Life insurance; * Wellhub; * On-site meals; * Basic food basket; * Christmas basket; * Progress bonus; * Extended maternity and paternity leave; * Transportation allowance or parking; * All Adeo – annual free shares tied to overall company performance.