Customer Service Supervisor Job Description Template
The Customer Service Supervisor is responsible for managing a team of customer service representatives who handle customer inquiries and complaints. The supervisor ensures that the team provides quality service and meets performance goals. The supervisor also investigates and resolves complex customer issues. In addition to supervising the team, the Customer Service Supervisor may also handle escalated customer inquiries and complaints. The supervisor may also provide feedback to customers on behalf of the company.
Customer Service Supervisor Job Responsibilities
- Hiring, training, and supervising customer service representatives
- Developing and implementing customer service policies and procedures
- Monitoring customer service activity and performance
- Investigating and resolving customer complaints
- Analyzing customer service data to identify trends and recommend improvements
- Preparing reports for senior management
- Staying up to date on industry trends and developments
Objectives
- To provide leadership and support to customer service team members in order to ensure excellent customer service is provided at all times.
- To develop and implement strategies to improve customer satisfaction levels.
- To monitor customer service team performance and give feedback/coaching as necessary.
- To investigate and resolve customer complaints in a timely manner.
- To keep up to date with industry developments and best practices in order to continuously improve the quality of the department's services.
Customer Service Supervisor Job Skills & Qualifications Needed
- The skills and qualifications needed for the role of customer service supervisor include excellent communication and interpersonal skills, strong organizational and time management skills, the ability to multitask and prioritize tasks, and previous experience working in a customer service environment. Additionally, supervisors should have the ability to resolve customer complaints effectively and efficiently.