Job Description

Job Overview:

We are seeking a dynamic and results-driven Customer Relations Supervisor to join our growing team. As a Supervisor, you will lead, support, and mentor a team of representatives, ensuring the highest levels of service are provided to our valued customers. This is an excellent opportunity for someone with strong leadership skills and a passion for customer satisfaction.

If you're a proactive problem solver, capable of fostering a positive work environment, and committed to delivering exceptional customer service and driving the customer satisfaction, we'd love to hear from you!

Key Responsibilities:

• Team Leadership & Supervision : Manage a team of CSAs, ensuring they meet or exceed performance standards, including response time, accuracy, and customer satisfaction.
• Training & Development : Provide ongoing training, coaching, and performance evaluations for team members, fostering an environment of continuous improvement.
• Performance Management : Monitor key performance indicators (KPIs) and implement strategies to optimize service delivery. Provide feedback and motivate the team to meet targets.
• Process Improvement : Identify areas for process improvement and work with management to implement solutions that enhance customer satisfaction.
• Collaboration : Work closely with other departments to ensure seamless service delivery and to address customer needs effectively.

App Rating Management : Monitor app store ratings (iOS, Android, etc.) and analyze customer feedback for trends, concerns, and opportunities for improvement. Respond to ratings and reviews promptly, addressing customer concerns, resolving issues, and thanking customers for positive feedback.

App Review Response : Actively manage customer interactions in app store reviews by crafting thoughtful, professional responses to both positive and negative feedback. Work with the team to resolve any issues flagged in reviews to maintain a high app rating and improve customer retention.

Problem Resolution : Lead by example in handling escalated customer complaints, ensuring issues are resolved effectively and promptly. Empower your team to resolve customer concerns in a manner that aligns with the company's values and service standards.

Reporting & Documentation : Track and report on app ratings, CSAT scores, and customer feedback. Maintain accurate documentation of all customer interactions, issues, resolutions, and feedback provided by the team.

Sales : Step in and Drive the sales team in the achieving the desired sales targets.

Overall capable of handling the customer satisfaction across all the countries we operate .

Key Skills:

• Leadership & Team Management
• Conflict Resolution
• Performance Monitoring & Reporting
• Customer Relationship Management (CRM)
• Process Improvement
• Strong Communication Skills (Written and Verbal)
• Empathy & Active Listening

Qualifications :

• Proven experience as call center floor manager or similar position
• 3-5 years of experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Higher degree in a relevant discipline will be appreciated

Why Join Us?

• Competitive salary and benefits package
• Career growth opportunities within a supportive and inclusive work environment
• Collaborative and dynamic team culture
• A chance to make a real impact on customer satisfaction and team performance

Looking For Females Profiles Only

Job Types: Full-time, Permanent