Customer Service Supervisor

4 weeks ago


Doha, Qatar Applynewjobs Consulting Full time

Published

January 19, 2023

Location

Doha, Qatar

Category

Customer Service / Reservations / Telecalling

Job Type

Full-time

**Description**:
Looking for a Customer service supervisor for Doha, Qatar.

Job Responsibilities:

- Address customers' problems that require escalation outside of the department.
- Stay informed of all new products and services and ensure that the team is properly trained to handle questions about any of them.
- Monitor and evaluate monthly agent performance, review productivity and attendance reports, and coach staff members to improve performance.
- Meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics.
- Ensure that customers’ questions and problems are resolved properly and quickly.
- Assist in administering team attendance records, vacation and staffing schedules, and forecasts.
- Be visible to agents. Supervisors should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls.
- Build and maintain a positive working environment that attracts and retains high-quality staff.
- Identifying operational issues and suggesting possible improvements, keep senior management informed about recurring issues or problems.
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Preparing reports and analyzing data to assist management as they determine call center goals.
- Report, analyze and resolve system, customer, and operational issues that impact service quality.
- Strive to provide all customers with an outstanding customer experience.

Job Requirements:

- Bachelor degree holder.
- Three to four years of experience as a Customer service Supervisor.
- Ability to efficiently interact with individual and groups at all levels in a multi-functional and multicultural environment.
- Strong organizational, analytical, and problem-solving skills with customer-oriented instinct.
- Ability to multi-task, prioritize, and manage time effectively.



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