What are the responsibilities and job description for the Customer Service Supervisor position at Phillips Safety Products Inc.?
We are a fast-paced e-commerce company dedicated to providing exceptional customer experiences. Our success relies on a team of knowledgeable and dedicated customer service agents. We are seeking a Customer Service Supervisor to lead our customer service team, ensuring top-tier support across all channels, including chat, email, and phone.
Key Responsibilities:
- Team Leadership: Manage and mentor a team of customer service agents, fostering a positive and productive work environment.
- Performance Monitoring: Oversee customer interactions across chat, email, and phone, ensuring timely and professional responses.
- Quality Assurance: Regularly monitor and evaluate calls, emails, and chats to maintain high service standards and identify areas for improvement.
- Issue Resolution: Handle escalated customer issues with a focus on swift resolution and customer satisfaction.
- Training and Development: Provide training and ongoing support to team members to ensure they meet and exceed performance expectations.
- Process Improvement: Identify opportunities to enhance customer service processes and implement effective solutions.
- Reporting: Track and report key performance metrics, sharing insights with leadership to drive improvements.
Qualifications:
- Experience: Experience in Supervising experience or managerial role.
- Communication Skills: Strong verbal and written communication skills with the ability to handle difficult situations professionally.
- Problem-Solving: Proven ability to resolve complex customer issues focusing on customer satisfaction.
- Tech Savvy: Proficiency with customer service software, CRMs, and communication tools (e.g., Zendesk, Salesforce, or similar platforms).
- Leadership: Demonstrated ability to lead and motivate a team to achieve and exceed goals.
- Time Management: Excellent organizational skills, with the ability to prioritize tasks and manage multiple responsibilities.
Job Type: Full-time
Pay: From $45,000.00 per year
Benefits:
- 401(k) matching
- Health insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $45,000