Multilingual Customer Support Supervisor
2 weeks ago
POSITION OBJECTIVE
The Customer Support Supervisor is responsible for fostering a positive and service-oriented team environment while addressing escalated customer inquiries. This role involves managing a significant volume of communications to ensure high levels of customer satisfaction.
KEY RESPONSIBILITIES:
· Cultivate a supportive and customer-focused team atmosphere.
· Address escalated customer concerns and grievances.
· Collaborate with the Director of Customer Success to establish and uphold customer service protocols.
· Track customer satisfaction metrics and pinpoint areas for enhancement.
o Email correspondence (OS Ticket Tracking)
o Incoming & Outgoing Calls
· Partner with the Director of Customer Success to evaluate customer data for trends and opportunities.
· Work alongside other departments to resolve customer challenges.
· Assist in overseeing daily customer service functions to ensure operational efficiency.
· Effectively utilize customer service technologies and tools.
· Provide support for inquiries from other departments.
POSITION EXPECTATIONS:
· Collaboration - Enhance the trust, confidence, and respect among team members by demonstrating commitment to company and team objectives; completing tasks efficiently; supporting colleagues; and engaging in process improvement initiatives.
· Customer Interactions - Ensure prompt and effective responses to inquiries, requests, disputes, and complaints from various stakeholders (via phone, email, and in-person) by developing and maintaining a team that consistently delivers exceptional service.
· Project Management - Ensure timely and budget-conscious completion of special projects that align with established goals by confirming details, creating and executing project plans (resources, tasks, timelines), monitoring progress, and reporting as necessary. These projects may take precedence over regular duties when directed.
QUALIFICATIONS:
· Demonstrated experience in a leadership role within customer service.
· Strong leadership and interpersonal capabilities.
· Excellent problem-solving and decision-making skills.
· Strong communication and organizational abilities.
· Capacity to perform under pressure and meet deadlines.
· Proficiency in customer service software and tools.
· Exceptional people skills and proven ability to maintain professional relationships with various stakeholders.
· Keen attention to detail.
Job Type: Full-Time, In-Office, Monday-Friday 8:00am-5:00pm
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