Customer Service Supervisor

About Us

Job Description

Requirements

• ●Bachelor's degree in Business Administration, Accounting, Banking & Finance, or a related field.
• ●2–4 years of experience in customer support, with at least 1 year in a supervisory or team lead role.
• ●Strong leadership and team management skills.
• ●Excellent communication, conflict resolution, and problem-solving abilities.
• ●Ability to work under pressure and manage multiple priorities
• ●Knowledge or experience in Customer Service role or customer focus
• ●Strong attention to detail, empathy, and a customer-first mindset.

Responsibilities

• ●Supervise and coach customer support staff to ensure high performance and adherence to company standards of customer service.
• ●Monitor and manage daily support operations efficiency, ensuring timely responses and issue resolution via calls, chats, Facebook Page, LOS system and other support channels.
• ●Handle complex or escalated customer issues, ensuring a prompt and satisfactory resolution.
• ●Track and analyze key support metrics (e.g., response time, resolution rate, customer satisfaction) to identify trends and improve service quality.
• ●Assist in developing and updating customer service procedures, FAQs, and training materials.
• ●Conduct regular team meetings, training sessions, performance reviews and setting KPIs Team
• ●Collaborate with the marketing team, operations, and technical teams to communicate customer feedback and recommend improvements.
• ●Ensure the support team adheres to company policies, regulatory requirements, and data protection standards.
• ●Prepare and present regular reports to management on team performance, issues, and improvement initiatives
• ●Other tasks may be assigned by management.

How to Apply