Customer Service Supervisor

Customer Service And Sales Pasig City, National Capital Region

Key Accountabilities/Responsibilities
The responsibilities include the following:

External Customers:

Answer email, phone, live chat and other customer queries regarding online orders, loyalty
questions, and customer account / general / miscellaneous customer queries or feedback.
All to be completed within the agreed SLA’s
Employ strategies to handle customer objections in an effective, constructive and professional manner
Put the customer at the heart of what they do in order to deliver an excellent customer experience
Investigate and track online customer orders
Manage refunds, customer orders, loyalty accounts, and other customer issues where necessary
Contribute to the company’s understanding of customer objections
Providing feedback regarding the effectiveness of operating systems and procedures to the Contact Centre Manager
Make recommendations to improve productivity within the Customer Service team

Customer Service Team

To act as a deputy to the Contact Centre Manger where appropriate
Take responsibility for logging on to or logging off the call management system, and/or opening or closing the office (managing the expectations around the phone system)
Following all safety and OHS procedures
Manage a sub-team or shift of CSC’s
To mentor, coach, and develop Customer Service Coordinators within the team (imbedding my lead as the team leader)
To act as a point of escalation in handling customer issues should it be required by Customer
Service Coordinators
Allocation of work
Reporting daily and monthly

Internal Customers

Respond to phone enquiries and emails from internal customers at head office, store teams and Area Managers in a timely, effective and professional manner
Manage and build strong working relationships with key stakeholders
Support the vision for, and development of, the customer service team
Work with internal stakeholders to achieve company objectives, and liaise with divisions within the company to provide operational support

BUSINESS AND PROCESSES

Provide continual evaluation of customer service and other GX processes and procedures
Create & deliver daily, weekly & monthly reporting on team performance, on time to manager
Suggest improvements to create efficiency and service for internal & external customers
Use appropriate judgment in upward communication re: department or employee concerns
Ensure adherence to compliance requirements in all areas of company policies and procedures, including but not limited to risk management and administrative controls
Ensure all activities are conducted in line with the company values and consistent with the Code of Conduct policy
Carry out other appropriate duties as directed by the Team Leader

Skills and Experience Required

1-3 years’ experience providing amazing customer service as a Customer Service Supervisor and/or in a call centre role
Experience of managing and mentoring Customer Service or Sales Agents
Strong, engaging phone manner
Passionate about finding solutions for customers
Excellent communication skills, both written and verbal
Good problem-solving skills
Able to handle difficult customers and/or team escalations to manage more difficult problems and customers
Familiar with Microsoft Office , particularly Outlook, Word and Excel
Advanced troubleshooting and multi-tasking skills
Experience of computer programs to manage customer and customer service information