Jobs Details

Job Title: Customer Service Supervisor

Country: Kenya

Company Name: Sunculture

Closes: 25 May 2024

Applications for this opportunity have closed.

Job Description

The Customer Service Supervisor is a dynamic and goal-oriented individual who plays a vital role in the customer service department. Leading a team of retention representatives, the role holder is responsible for executing customer retention strategies effectively. The primary objective is to reduce customer churn, elevate satisfaction levels, and foster overall business expansion.

Job Responsibilities

  • Supervise and guide a team of customer service representatives, cultivating a supportive and collaborative atmosphere through coaching and encouragement


  • Establish and track performance objectives for both the team and individual members, introducing corrective measures when necessary to ensure goal achievement


  • Maintain high levels of customer satisfaction by overseeing issue resolution and escalations, and analyzing customer interactions to identify areas for enhancement


  • Enforce quality assurance standards for customer interactions, conducting routine assessments to uphold service excellence


  • Identify training requirements and facilitate ongoing skill development opportunities to enhance the team's capabilities


  • Optimize resource allocation to ensure maximum efficiency and adjust staffing levels as needed to meet service requirements


  • Provide regular reports on key performance metrics, utilizing data-driven insights to pinpoint trends and improvement areas


  • Lead efforts to enhance processes and protocols, actively seeking and implementing customer service best practices

Job Qualifications


Preferred Qualifications:

  • Bachelor's degree in Business Administration, Communication, or a related field

Experience:

  • Demonstrated experience in a supervisory or managerial capacity within a call center or customer service setting

Skills:

  • Outstanding leadership skills, coupled with effective communication and interpersonal abilities

  • Proficiency in problem-solving with a strong focus on customer needs

  • Competence in utilizing call center software and customer relationship management (CRM) tools

Knowledge:

  • Familiarity with industry-leading practices and emerging trends in customer service

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