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Customer Service Supervisor Job Description

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Customer Service Supervisor Job Description

We are recruiting for a Customer Service Supervisor to support and coach our service staff to deliver exceptional customer service. Working as Customer Service Supervisor you will build a strong team and shape staff behaviours to accomplish desired results. We require you to play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records and communicate promotional offers to customers.

To succeed you need to employ caution and tact in interacting with others, and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Customer Service Supervisor Responsibilities

  • At least 2+ years work experience in similar position.
  • Proficient knowledge of customer service, and standard office practices and procedures.
  • Proficient computer skills.
  • Proficient standard office equipment skills.
  • Outstanding communication skills, both written and verbal.
  • Strong people skills.
  • Excellent phone etiquette.
  • Outstanding organizational skills.
  • Available to work shifts.

Customer Service Supervisor Requirements

  • Oversee and monitor customer service staff activities and providing them with regular performance-related feedback.
  • Strategies and monitor daily activities of customer service operation.
  • Assist customer service staff with duties where required.
  • Train and support staff in areas of customer service and company policies.
  • Manage cashier coverage and customer flow to ensure proficient customer service.
  • Monitor and authenticating returns, exchanges and voids.
  • Investigate and solving customer service complaints.
  • Assist with development and implementation of service policies, and explaining these to staff and customers.
  • Maintain documentation pertaining to customer service department activities.
  • Performing additional duties where needed.
  • At least 2+ years work experience in similar position.
  • Proficient knowledge of customer service, and standard office practices and procedures.
  • Proficient computer skills.
  • Proficient standard office equipment skills.
  • Outstanding communication skills, both written and verbal.
  • Strong people skills.
  • Excellent phone etiquette.
  • Outstanding organizational skills.
  • Available to work shifts.

Personalising Your Customer Service Supervisor Job Description Advise

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company’s culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.


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