Job Description

Summary:

 

The Customer Service Supervisor oversees daily team operations, manages staff and schedules, monitors KPIs, and implements policies to improve service quality. The role includes handling complex customer issues, supporting and training team members, evaluating performance, and ensuring high customer satisfaction by acting as a key link between the company and its customers.


Key Responsibilities:

  • Handle escalated inquiries and complaints for customer and sales team and ensure timely and effective resolution.

  • Maintain a high standard of customer service.

  • Ensure that service standards and organizational objectives are consistently met by delivering prompt, accurate responses to customer inquiries and resolving issues effectively within established timelines.

  • Monitor the phone queue and triage ZenDesk tickets.

  • Assist with overflow if short staffed.

  • Develop and implement cus...

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