Customer Service Supervisor
4 weeks ago
About Grayson Living:
Grayson Living is a premier luxury furniture showroom known for its exquisite furnishings and exceptional customer service. We pride ourselves on delivering a high-end customer experience and are looking for a seasoned Customer Experience Supervisor to lead our customer service team and elevate our service standards.
Key Responsibilities:
- Team Management: Lead and manage a team of Customer Service Representatives (CSRs), fostering a positive and productive work environment.
- Customer Interaction Oversight: Review and assess CSR interactions including phone calls, emails, and chat communications to ensure high-quality service.
- Ticketing System Management: Utilize customer service ticketing platforms like Zendesk to monitor, track, and resolve customer inquiries efficiently.
- E-commerce Proficiency: Leverage knowledge of Shopify or similar e-commerce platforms to assist with customer queries and order management.
- Customer Issue Resolution: Address and resolve escalated customer issues promptly and effectively to ensure customer satisfaction.
- Cross-Department Collaboration: Work closely with other departments to ensure a seamless customer experience and service delivery.
Qualifications:
- Experience: Minimum of 3 years of proven experience in a customer service leadership position
- E-commerce Knowledge: Proficient in using Shopify or similar e-commerce platforms.
- Ticketing System Expertise: Experience with customer service ticketing systems such as Zendesk.
- Leadership Skills: Strong leadership and team management abilities with a focus on coaching and development.
- Communication Skills: Excellent verbal and written communication skills.
- Problem-Solving: Ability to handle challenging customer interactions with professionalism and poise.
- Organizational Skills: Detail-oriented with strong organizational and time-management skills.
- Customer Focus: High level of empathy and a customer-centric approach.
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