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Customer Service Supervisor - Homebased / Virtual
at Placidway in Ireland

Customer Service Supervisor - Homebased / Virtual at Placidway in Ireland

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Job highlights

Posted on May 24, 2015

Job details

Responsible for supervising customer service agents and other staff. Trains, coaches, and mentors employees on how to deliver the best customer service possible.


PRIMARY RESPONSIBILITIES

• Investigate customer's problems and find solutions.

• Communicate with customers via phone, email, or letter.

• Hire, train, and terminate customer service agents.

• Provide scripts to read from during phone calls.

• Handle major incidents that cannot be resolved by agents.

• Resolve complaints and order issues.

• Ask customers to provide feedback on agents and customer service experience.

• Keep abreast of new company products and services.

• Issue refunds to customers.

• Oversee product exchanges and returns.

• Analyze data and statistics.

• Compile and print reports on overall customer satisfaction.

• Isolate and identify areas of improvement.

• Train agents on how to adequately address problem over the phone or how to write correspondence.

• Work with management on customer service initiatives.

• Utilize social media to respond to customer complaints and praise.

• Supervise customer service managerial staff.

Train managers on how to effectively lead customer service agents.


Customer Service Supervisor Job Description and Profile

Customer Service Supervisor’s job brings with the position, a plethora full of challenges that require a comprehensive understanding of the very basic customer service skills. The responsibility of the supervisor is to concentrate on the reputation of the organization and the customer satisfaction to achieve the craved target and aggrandizing the overall productivity of the organization through creative approach and active experience. Supervisors plan, organize, and direct associates to deliver excellent and high-standard customer service support to the organization’s customers.

Duties and Specifications

• Energizing and motivating teams through positive support of assessable, favorable, and speedy customer service standards.

• Providing feedback and follow up on the performance of tasks to customer service support associates.

• Elevating all personnel performance related issues to the Manager of customer service immediately.

• Providing recognitions and motivation of the team of customer service representatives.

• Educating team to drive sales through using suggestive selling skills and promotions.

• Executing store contests and creating incentives to encourage associates.

• Responding and taking actions to customer concerns and complaints.

• Screening associate level applied candidates and conducting interviews for the applied post.

• Completing new hires paperwork, and providing functional and orientation training for all potential customer service associates.

• Executing all down time and emergency operating procedures and processes as appropriate.

• Practicing and ensuring compliance with that of all the organization’s policies and procedures.

• Communicating solutions, successes, and opportunities to the Manager of customer service.

• Supervising and training associates customer service as well as loss prevention policies.

Skills and Specifications

Ability to encourage and motivate people with responsible attitude.

Good people skills to build solid relationships with professionals at all levels.

Ability to plan well and prioritize work.

Calmness under pressure and maintain records in timely and accurate mode.

Good decision-making, communication, and IT skills.

Education and Qualifications

General degree or associate’s degree from an accredited institution.

Experience in customer service activities.



Typical work activities

Although the work varies, depending on the type and size of the employing organisation, typical activities are likely to include some or all of the following:

• providing help and advice to customers using your organisation's products or services;

• communicating courteously with customers by telephone, email, letter and face to face;

• investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;

• handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;

• issuing refunds or compensation to customers;

• keeping accurate records of discussions or correspondence with customers;

• analysing statistics or other data to determine the level of customer service your organisation is providing;

• producing written information for customers, often involving use of computer packages/software;

• writing reports analysing the customer service that your organisation provides;

• developing feedback or complaints procedures for customers to use;

• improving customer service procedures, policies and standards for your organisation or department;

• meeting with other managers to discuss possible improvements to customer service;

• being involved in staff recruitment and appraisals;

• training staff to deliver a high standard of customer service;

• leading or supervising a team of customer service staff;

• learning about your organisation's products or services and keeping up to date with changes;

• keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.




Details
Location: Home/Virtual
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