Job Description

Job Summary: We are seeking an experienced and dedicated Customer Service Supervisor to join our team. The Customer Service Supervisor will oversee the daily operations of the customer service department, ensuring exceptional service is provided to our clients. This role involves managing a team of customer service representatives, handling escalated customer issues, and implementing strategies to enhance customer satisfaction.

Key Responsibilities:

• Supervise and support a team of customer service representatives, providing guidance and training as needed.
• Monitor and evaluate team performance, conducting regular reviews and providing constructive feedback.
• Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
• Develop and implement customer service policies and procedures to improve service quality.
• Collaborate with other departments, such as Sales, Production, and Logistics, to ensure seamless order processing and delivery.
• Analyze customer service metrics and prepare reports for management.
• Assist in the recruitment and onboarding of new customer service representatives.
• Maintain up-to-date knowledge of company products and services to provide accurate information to customers.
• Identify opportunities for process improvements and implement changes to enhance efficiency and customer satisfaction.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• Minimum of 3-5 years of experience in a customer service role, with at least 2 years in a supervisory position.
• Experience in the manufacturing industry is highly desirable.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle challenging customer situations with patience and professionalism.
• Proficient in using customer service software and MS Office applications.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.

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