Call Centre Supervisor - Duserve

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Call Centre Supervisor

JOB SUMMARY / PURPOSE

To ensure the smooth operations of the Call Centre which is engaged to understand the customer concern & to convey/transfer the same to the operation team or relevant department. A customer service supervisor will act as a liaison provide product/services information and resolve any emerging problems that our customer might face with accuracy and efficiency. They must be patient empathetic a problem solver communicative ensure excellent service standards respond efficiently to customer inquiries/escalations and maintain high customer satisfaction.

Responsibility:

• Identify and list all job areas or accountabilities this position shall perform: Mention them by importance or degree of significance or accountability; in a sequence (the main role/responsibility /accountability ones first followed by lesser degree ones.)
• Detail each Area or Accountabilities as Task or Steps Where do you begin (first) process (middle) and the endresult (last) on each area or accountabilities
• Always adhering to the call center procedures and policies for all calls.
• For professionally handle the customer call as per the company standard.
• Assist in the formulation of targets for individuals and teams
• Answer questions from staff and provide guidance and feedback
• Anticipate escalation and take over calls when needed
• Measure performance with key metrics such as call abandonment calls waiting etc.
• Ensure adherence to policies for attendance established procedures etc.
• Keep Customer Care Manager informed on issues and problems
• Prepare daily/monthly/annual reports
• To provide personalized customer service to the highest level.
• To prepare and circulate aging monthly & daily reports to the Team whenever requested.
• Prepare various reports on service request incidents & work orders for the team.
• Building customers interest in the services and products offered by the company.
• Handling first level of escalation.
• Listing to calls to provide feedback to the customer service executive.
• Monitoring of daily client reports sent to the clients.
• Preparing monthly reports to the client.
• Support functionality during absence of Customer Care Manager

QUALIFICATION & SKILLS:

QUALIFICIATON: Graduate

KNOWLEDGE SKILL AND ABILITY: Good Knowledge of MS Office Email Communication CAFM systems.

JOB SPECIFIC SKILL IF ANY: Good Process Knowledge Good Communication Good Knowledge of Email and Chat Communication.

SPECIFIC LANGUAGE IF ANY: English or Arabic.