Customer Service Supervisor

Key Accountabilities/Responsibilities

The responsibilities include the following:

External Customers:

• Answer email, phone, live chat and other customer queries regarding online orders, loyalty
• questions, and customer account / general / miscellaneous customer queries or feedback.
• All to be completed within the agreed SLA's
• Employ strategies to handle customer objections in an effective, constructive and professional manner
• Put the customer at the heart of what they do in order to deliver an excellent customer experience
• Investigate and track online customer orders
• Manage refunds, customer orders, loyalty accounts, and other customer issues where necessary
• Contribute to the company's understanding of customer objections
• Providing feedback regarding the effectiveness of operating systems and procedures to the Contact
• Centre Manager
• Make recommendations to improve productivity within the Customer Service team

• To act as a deputy to the Contact Centre Manger where appropriate
• Take responsibility for logging on to or logging off the call management system, and/or opening or closing
• the office (managing the expectations around the phone system)
• Following all safety and OHS procedures
• Manage a sub-team or shift of CSC's
• To mentor, coach, and develop Customer Service Coordinators within the team (imbedding my lead as the team leader)
• To act as a point of escalation in handling customer issues should it be required by Customer
• Service Coordinators
• Allocation of work
• Reporting daily and monthly

• Respond to phone enquiries and emails from internal customers at head office, store teams and Area
• Managers in a timely, effective and professional manner
• Manage and build strong working relationships with key stakeholders
• Support the vision for, and development of, the customer service team
• Work with internal stakeholders to achieve company objectives, and liaise with divisions within the company to provide operational support

• Provide continual evaluation of customer service and other GX processes and procedures
• Create & deliver daily, weekly & monthly reporting on team performance, on time to manager
• Suggest improvements to create efficiency and service for internal & external customers
• Use appropriate judgment in upward communication re: department or employee concerns
• Ensure adherence to compliance requirements in all areas of company policies and procedures, including
• but not limited to risk management and administrative controls
• Ensure all activities are conducted in line with the company values and consistent with the Code of
• Conduct policy
• Carry out other appropriate duties as directed by the Team Leader

• 1-3 years' experience providing amazing customer service as a Customer Service Supervisor and/or in a call centre role
• Experience of managing and mentoring Customer Service or Sales Agents
• Strong, engaging phone manner
• Passionate about finding solutions for customers
• Excellent communication skills. both written and verbal
• Good problem-solving skills
• Able to handle difficult customers and/or team escalations to manage more difficult problems and customers
• Familiar with Microsoft Office, particularly Outlook, Word and Excel
• Advanced troubleshooting and multi-tasking skills
• Experience of computer programs to manage customer and customer service information