Customer Service Supervisor

Customer Service Supervisor is responsible for handling the most important client accounts in a company. These accounts make up the highest percentage of company income, and the customer service supervisor must build and maintain a strong relationship with the client. They will be the lead point of contact for all key client matters, anticipate the clients’ needs, work within the company to ensure deadlines for the client are met, and help the client succeed. The Customer Service Supervisor will also bring in new business from existing clients or contacts and will develop new relationships with potential clients. The goal is to contribute in sustaining and growing our business to achieve long-term success. Key Responsibility Areas Developing a solid and trusting relationship between major key clients and company Resolving client issues and complaints Developing a complete understanding of customer needs Anticipating account changes and improvements Managing communications between clients and internal teams Managing account team assigned to each client Strategic planning to improve client results Establishing and overseeing internal budgets with the company and external budgets with the client Collaborating with the sales team to maximize profit by up-selling or cross-selling Planning and presenting reports on account progress, goals, and quarterly initiatives to share with customers & team members, stakeholders, and possible use in future case studies or company training Meeting all client needs and deliverables according to proposed timelines Analyzing client data to provide customer relationship management Expanding relationships and bringing in new clients Motivating team members to achieve high standards and achieve targets Key Performance Indicators KPI‘s of respective customers Quality of customer service and customer satisfaction Timely preparation of MIS reports Competencies Able to multitask, prioritize, and manage time efficiently Goal-oriented, organized team player Encouraging to team and staff; able to mentor and lead Self-motivated and self-directed Excellent interpersonal relationship skills In-depth understanding of company key clients and their position in the industry Eager to expand the company with new sales, clients, and territories Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person Basic computer skills, and experience with CRM software and the Microsoft Office Suite, with emphasis on superior Excel skills Strong negotiation skills Ability to multitask Proven results of delivering client solutions and meeting team goals Knowledge in costing & pricing is an added benefit Education Master’s Degree in Management, Business or related degree required Experience 4-7 years of key account management relevant experience Interested candidates can send their CV