Client Relations Supervisor

2 weeks ago

SaintBrieuc, Bretagne, United States Morsel Full time
Position Overview:

We are looking for a committed and skilled Client Relations Supervisor to become a part of our dynamic team. As the Client Relations Supervisor, you will be instrumental in enhancing client satisfaction and overseeing the comprehensive client support operations.

Your role will involve leading a team of client support professionals, ensuring the quality of service provided, and executing strategies to elevate the client experience.

The Client Relations Supervisor at Morsel not only offers guidance but also engages directly with the team. The ideal candidate is a solution-oriented individual, an effective communicator, and possesses exceptional organizational skills.


Key Responsibilities:
  • Inspire and guide a team of client support representatives to deliver outstanding service and achieve performance objectives.
  • Formulate and execute client support policies and procedures to guarantee consistent high-quality service delivery.
  • Conduct regular performance assessments to pinpoint areas for enhancement and provide coaching and training as needed.
  • Collaborate closely with cross-functional teams, including Sales, Marketing, and Onboarding, to address client concerns and ensure satisfaction.
  • Track client support metrics and prepare reports for management to monitor performance and identify trends.
  • Manage escalated client complaints and ensure prompt resolution.
  • Stay informed on industry trends and best practices in client support management, implementing new strategies to improve client experience.

Qualifications:
  • Bachelor's degree in Business Administration or a related discipline.
  • Demonstrated experience in a client support management role, ideally in a fast-paced environment or within the SaaS/software sector.
  • Exceptional verbal and written communication abilities.
  • Strong leadership and team management skills.
  • Outstanding problem-solving and decision-making capabilities.
  • Data-driven with excellent analytical skills and a proven history of working with KPIs and metrics to enhance performance.
  • Proficient in client support software and CRM systems.
  • Ability to thrive under pressure and manage multiple priorities.
  • Excellent time management and organizational capabilities.
  • A client-focused approach and a passion for delivering exceptional service.

Performance Metrics:
  • Client satisfaction ratings, including CSAT and NPS (team and individual).
  • Average resolution time for client issues (team and individual).
  • Average number of issues resolved (team and individual).

Please note that this job description is not intended to cover a comprehensive listing of activities, duties, or responsibilities required of the team member for this position. Duties, responsibilities, and activities are subject to change.

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