Customer Service Supervisor

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Department: Customer Services

Job Purpose
To lead and motivate a team of customer service representatives, ensuring exceptional customer service delivery and continuous improvement. You will be responsible for managing team performance, reporting customer interactions, and implementing new initiatives.

Key Responsibilities

  1. Manage all operational aspects of a customer service team, including staff scheduling, performance metrics, and attendance.
  2. Motivate and lead the team to achieve individual and team goals through coaching, training, and performance feedback.
  3. Ensure adherence to break schedules, shift start/finish times, and call volume forecasts to maintain service levels.
  4. Provide ongoing support and coaching to individual team members to improve customer communication skills and meet quality standards.
  5. Foster a culture of customer-centricity by acting as a role model, championing customer needs, and escalating feedback for continuous improvement.
  6. Ensure team understanding and compliance with customer service systems and processes to effectively resolve customer inquiries.
  7. Create a positive and productive work environment through initiatives that boost motivation, morale, and employee retention.
  8. Manage customer interactions, ensuring proper communication and appropriate escalation of service failures.
  9. Maintain a two-way flow of communication within the team, relaying information effectively from management and collecting team feedback.
  10. Handle escalated calls and outbound calls to customers as needed, ensuring timely and satisfactory resolution of complaints.
  11. Generate accurate reports from the Customer Management System (CMS) to track customer journeys and identify areas for improvement.
  12. Champion first-class customer service within the team, actively engaging in the roll-out of new customer service initiatives.
  13. Effectively communicate changes in customer policies, processes, and services, ensuring the team is well-informed and adapts positively.
  14. Undertake additional tasks as assigned by the Contact Center Manager.

Qualifications

Essential:

  1. Bachelor's degree or relevant qualification
  2. 8+ years of experience in customer service or service desk roles
  3. Experience in delivering exceptional customer service
  4. Excellent verbal and written communication skills
  5. Ability to lead, inspire, and motivate a team
  6. Strong accountability, taking ownership of personal, team, and departmental results
  7. Ability to build teamwork and collaboration
  8. Proficient in working under pressure and meeting deadlines
  9. Excellent planning, prioritization, and organizational skills

Desirable

  1. Experience in the utility industry
  2. Experience with customer service scheduling
  3. Experience with coaching and development
  4. Advanced Excel skills
  5. Proficiency in bilingual communication (written and verbal) in Arabic and English

Benefits

  1. Competitive salary and benefits package (details to be included in the full job posting)
  2. Opportunity to lead and develop a high-performing team
  3. Be part of a team dedicated to providing exceptional customer service
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