Supervisor for Customer Service Operations Team

Supervisor for Customer Service Operations Team
Job Type: Full-time
Location: Cebu
Salary: 25,000-35,000

Job Summary:
We are seeking an experienced Supervisor for our Customer Service Operations team. The ideal candidate will oversee and manage both technical and non-technical customer support functions, ensuring that customer needs are met with efficiency and professionalism. This role encompasses remote customer service, including phone, online chat, and text-based support, as well as in-person service operations in distribution centers or walk-in service facilities. The supervisor will be responsible for managing a team of customer service representatives, ensuring high-quality service delivery and process improvement across all customer touchpoints.

KEY RESPONSIBILITIES:
Team Supervision & Leadership:
- Oversee the daily activities of a team of customer service representatives, ensuring effective response to both high-volume, low-complexity inquiries and lower-volume, higher-complexity inquiries.
- Provide mentorship and guidance to less experienced team members, promoting professional growth and excellence in customer service.
- Manage employee performance, conduct regular evaluations, and address any challenges to improve team effectiveness.

Customer Service Operations:
- Ensure the provision of excellent customer service in a remote support environment, handling phone, chat, or text inquiries and resolving issues in a timely manner.
- Supervise customer service activities within distribution centers, repair centers, or walk-in customer service facilities, acting as the liaison between customers, production, and distribution departments to resolve issues related to specific customer orders.
- Monitor and evaluate customer service quality, ensuring adherence to company standards and best practices.

Problem Resolution & Escalation:
- Analyze and resolve complex customer issues that require advanced technical or non-technical support, providing solutions that maintain customer satisfaction.
- Lead and support escalated customer issues, ensuring they are handled efficiently and professionally, and follow up to ensure resolution.

Process Improvement & Efficiency:
- Continuously evaluate and suggest improvements to customer service processes, workflows, and policies to enhance operational efficiency and customer satisfaction.
- Ensure that both remote and distribution center teams are equipped with the necessary resources and tools to provide optimal service.

Reporting & Documentation:
- Track and report on key performance indicators (KPIs), providing regular updates to management on team performance and customer satisfaction metrics.
- Maintain clear and accurate documentation of customer service activities and resolutions.

QUALIFICATIONS:
Experience:
- Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory capacity.
- Experience in remote customer service (phone, chat, text) and/or in-person customer service (distribution center, repair center, walk-in service) is preferred.

Skills & Competencies:
- Strong problem-solving and analytical skills, with the ability to address complex customer issues effectively.
- Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
- Ability to handle a high volume of inquiries while maintaining quality service.
- Strong organizational skills with attention to detail and the ability to manage multiple tasks simultaneously.

Education:
- High school diploma or equivalent required; Bachelor's degree preferred.

Additional Information:
- This position does not include sales targets or commission-based compensation. The focus is on providing high-quality customer service and operational excellence.