Customer Service Officer / Supervisor

Customer Service Officer / Supervisor Summary Job Description

Job Summary: The Customer Service Officer/Supervisor is responsible for overseeing and managing customer service representatives to ensure high-quality service delivery. This role involves training, coaching, and mentoring staff to effectively address customer inquiries and resolve issues. The supervisor will also handle escalated complaints, monitor performance metrics, and implement strategies to enhance customer satisfaction.

Primary Responsibilities:

Supervise daily operations of the customer service team.
Train new employees on company policies and best practices in customer service.
Monitor interactions between agents and customers to ensure compliance with quality standards.
Handle complex customer complaints that require escalation beyond the agent level.
Analyze data related to customer feedback and service performance.
Prepare reports summarizing team performance and areas for improvement.
Collaborate with management on initiatives aimed at enhancing the overall customer experience.
Maintain knowledge of company products and services to provide accurate information to customers.
Required Skills/Abilities:

Strong leadership and management skills.
Excellent verbal and written communication abilities.
Proficient in using customer service software and tools.
Ability to resolve conflicts while maintaining a professional demeanor.
Strong analytical skills for data interpretation and reporting.