Customer Support Supervisor
Full Time2 months ago
Employment Information
JOB SUMMARY
Our Customer Service Supervisor is responsible for handling the highest level of service issues to ensure our customer’s escalations are resolved in an effective and timely manner. You provide knowledge and expertise to the Customer Support Executive, while successfully resolving any service-related issues and ensuring departmental objectives are met.
RESPONSIBILITIES:
Daily reviewing of previous days' performance and action items to implement immediate improvements for missed opportunities.
Publishing of weekly/monthly management reports summarizing performance across the team including any relevant matters/insights.
Cascading regular feedback to the team on performance / initiatives and relevant updates.
Department KPIs to track performance and implement strategies and/or optimize procedures to meet and improve targets.
Effectively managing and developing Customer Support Executives to drive the performance.
Serving as a final point of escalation for Customers who wish to escalate concerns questions or complaints above the executives’ level.
Working closely with key business functions.
Compliance to ensure that staff are familiar with and compliant with the latest customer-facing regulations.
Implementing change initiatives and actively promoting a positive culture focused on performance, accountability, customer retention and results within the department.
Developing and implementing customer service procedures and guidelines to ensure adherence to company policies and standards.
Identifying areas for improvement and recommending changes to enhance service quality.
REQUIREMENTS:
B.SC in Marketing, Business Administration or other relevant fields.
4+ years of experience in customer support or a related field.
Excellent use of technology/Tech Savvy
Ability to manage a team.
Excellent written and verbal communication skills.
Strong problem-solving skills and the ability to think creatively.
Passion for gaming and an understanding of the gaming industry.
Ability to work independently and as part of a team.
Familiarity with customer support tools and ticketing systems.
Ability to work flexible hours, including weekends and holidays, as needed
go to method of application »
Our Customer Service Supervisor is responsible for handling the highest level of service issues to ensure our customer’s escalations are resolved in an effective and timely manner. You provide knowledge and expertise to the Customer Support Executive, while successfully resolving any service-related issues and ensuring departmental objectives are met.
RESPONSIBILITIES:
Daily reviewing of previous days' performance and action items to implement immediate improvements for missed opportunities.
Publishing of weekly/monthly management reports summarizing performance across the team including any relevant matters/insights.
Cascading regular feedback to the team on performance / initiatives and relevant updates.
Department KPIs to track performance and implement strategies and/or optimize procedures to meet and improve targets.
Effectively managing and developing Customer Support Executives to drive the performance.
Serving as a final point of escalation for Customers who wish to escalate concerns questions or complaints above the executives’ level.
Working closely with key business functions.
Compliance to ensure that staff are familiar with and compliant with the latest customer-facing regulations.
Implementing change initiatives and actively promoting a positive culture focused on performance, accountability, customer retention and results within the department.
Developing and implementing customer service procedures and guidelines to ensure adherence to company policies and standards.
Identifying areas for improvement and recommending changes to enhance service quality.
REQUIREMENTS:
B.SC in Marketing, Business Administration or other relevant fields.
4+ years of experience in customer support or a related field.
Excellent use of technology/Tech Savvy
Ability to manage a team.
Excellent written and verbal communication skills.
Strong problem-solving skills and the ability to think creatively.
Passion for gaming and an understanding of the gaming industry.
Ability to work independently and as part of a team.
Familiarity with customer support tools and ticketing systems.
Ability to work flexible hours, including weekends and holidays, as needed
go to method of application »
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