Customer Service Supervisor
Skills
About This Role
Overview
We are looking for a proactive and detail-oriented Customer Service Supervisor to manage and oversee all customer communication channels while ensuring a high standard of service delivery.
Key Responsibilities
- Manage all customer communication channels, including emails, live chat (Intercom/website), calls, and WhatsApp.
- Handle customer inquiries, complaints, and service requests in a timely and professional manner.
- Investigate customer issues, coordinate with internal departments, and provide effective resolutions.
- Make decisions regarding compensation based on case evaluation, ensuring cost control and efficiency.
- Coordinate with production, stores, logistics, and delivery teams to ensure smooth and timely service.
- Prepare and share reports with clients and internal teams.
- Seek approvals from the General Manager when required.
- Maintain accurate records and documentation of all customer interactions and cases.
- Identify opportunities for process improvements to enhance customer experience and team productivity.
Daily Responsibilities
- Log in and manage all communication platforms (WhatsApp, Vocalcom, Outlook, and internal tools).
- Respond to customer inquiries and schedule pick-ups and deliveries.
- Monitor and reply to internal communications.
- Handle and resolve complaints through proper investigation and coordination.
- Manage inbound and outbound customer calls.
- Provide updates, confirmations, and support via WhatsApp.
- Coordinate closely with logistics and delivery teams for smooth operations.
- Prepare daily reports and follow up on pending cases.
Requirements
- Strong communication and problem-solving skills.
- Ability to multitask and handle high-volume customer interactions.
- Experience in customer service, preferably in a supervisory role.
- Strong organizational and reporting skills.
- Ability to work collaboratively with cross-functional teams.
Role Objective
As a Customer Service Supervisor, you will be responsible for maintaining service quality, ensuring proper documentation, and continuously improving processes to deliver a seamless experience for both customers and internal teams.
Job Type: Full-time
- Pay: Up to AED5,000.00 per month
- Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (Required)
Education
- Diploma (Required)
Experience
- customer service supervisor: 5 years (Required)
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