Job Description
Roles & Responsibilities
We are looking for a Customer Service Supervisor to lead and support a team in delivering high-quality customer service. You will play a key role in ensuring excellent customer experience, managing service operations, and driving continuous improvement in processes and team performance.
What You'll Do
Lead, coach, and supervise a team of Customer Service Officers
Monitor KPIs, workload distribution, and service quality standards
Handle complex customer inquiries across multiple channels
Oversee order processing, amendments, and cancellations
Manage escalations and resolve customer issues effectively
Support CRM accuracy and maintain proper documentation
Analyse performance data and prepare reports for management
Identify and implement process improvements