Customer Care Supervisor

Há 1 mês

Natal, Brasil Pedros Chicken Tempo inteiro

DUTIES AND RESPONSIBILITIES:

  1. Serve as the critical link between customer service staff and customers, ensuring a professional, high-quality service experience
  2. Monitoring, leading, and training team members
  3. Investigate and resolve customer issues, evaluate staff performance, and provide coaching and mentoring to foster growth
  4. Ensure daily customer service operations are executed smoothly and efficiently
  5. Provide a terrific customer service experience
  6. Train team members to provide professional and friendly service
  7. Be an expert in interacting with customers
  8. Convey and distribute important information and tasks effectively
  9. Train and motivate employees successfully
  10. Handle difficult situations through precise communication
  11. Supervise a team of customer care representatives
  12. Provide assistance and leadership in any situation
  13. Demonstrate outstanding problem-solving abilities
  14. Identify and solve problems quickly and appropriately
  15. Handle customer and employee issues effectively and quickly
  16. Keep track of multiple assignments, tasks, meetings, and schedules
  17. Maintain a perfect organization system to stay focused and perform well
  18. Monitor and supervise customer service staff and daily activities, operations, rosters and discipline
  19. Evaluate the staff performance and provide them with regular feedback
  20. Assist staff with duties if needed – Taking calls, clearing complaints dashboards
  21. Train new team members on customer service activities and company policies
  22. Track and monitor refunds
  23. Deal with customer problems and strive to fix them
  24. Establish and implement customer service policies and strategies
  25. Create and organize work schedules and shifts
  26. Delegate tasks and assignments
  27. Communicate with customers and ensure outstanding customer satisfaction
  28. Perform data and statistical analysis
  29. Write and prepare reports on overall customer satisfaction and complaints
  30. Collect customer feedback and implement changes where necessary

REQUIREMENTS:

  1. Diploma in business administration, customer service, or a related field
  2. 3+ years of experience in a customer service role, with at least 1 year in a supervisory capacity/ Team Leader role
  3. Proven track record of handling escalated customer issues effectively
  4. Previous working experience in customer service – Fast food industry (Advantageous)
  5. Computer proficiency – Microsoft Office Suite, proficient in Excel
  6. Outstanding supervisory skills
  7. Exceptional customer service and communication skills
  8. Organization and the ability to delegate tasks
  9. Strong problem-solving skills
  10. Motivation and coaching abilities
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