استخدام Customer Care Supervisor(Night)
شرح موقعیت شغلی
Responsibilities:
● Leading and supervising a team of customer care representatives, providing guidance, support, and coaching to ensure high performance and productivity.
● Handling escalated customer inquiries, complaints, and issues, ensuring timely and satisfactory resolutions.
● Utilizing problem-solving skills to address complex customer concerns and find appropriate solutions while maintaining a professional and empathetic demeanor.
● Collaborating with other departments, such as operations or logistics, to resolve customer issues that require cross-functional coordination.
● Monitoring and evaluating customer care interactions to ensure adherence to company policies, service standards, and established procedures.
● Conducting performance evaluations of customer care representatives, providing constructive feedback and identifying areas for improvement.
● Developing and implementing training programs to enhance the knowledge and skills of the customer care team, ensuring consistent service excellence.
● Tracking and analyzing key performance indicators (KPIs) related to customer service, such as response time, customer satisfaction ratings, and issue resolution rates.
● Preparing regular reports summarizing customer care performance and providing actionable insights for continuous improvement.
● Collaborating with product development and user experience teams to provide customer feedback and contribute to the development of user-friendly features and enhancements.
● Stay updated with industry trends, customer preferences, and competitors' practices to identify opportunities for improving the customer experience.
Education:
● At least Bachelor's degree in business administration, Marketing, Psychology or a related field (preferred).
Experience:
● At least 2 years of experience in a supervisory or team lead role within a customer care or contact center environment.
Requirements:
● Proficient in using customer service software and systems.
● Familiarity with e-commerce or e-business platforms is a plus.
● Ability to preparing regular reports
Benefits:
● Credit for: Vacations, Gym, Therapy, Internet Costs
● Social security & complementary insurance
● Educational Platform of advanced courses
● Snappfood's discount Codes
● Loans
● Leading and supervising a team of customer care representatives, providing guidance, support, and coaching to ensure high performance and productivity.
● Handling escalated customer inquiries, complaints, and issues, ensuring timely and satisfactory resolutions.
● Utilizing problem-solving skills to address complex customer concerns and find appropriate solutions while maintaining a professional and empathetic demeanor.
● Collaborating with other departments, such as operations or logistics, to resolve customer issues that require cross-functional coordination.
● Monitoring and evaluating customer care interactions to ensure adherence to company policies, service standards, and established procedures.
● Conducting performance evaluations of customer care representatives, providing constructive feedback and identifying areas for improvement.
● Developing and implementing training programs to enhance the knowledge and skills of the customer care team, ensuring consistent service excellence.
● Tracking and analyzing key performance indicators (KPIs) related to customer service, such as response time, customer satisfaction ratings, and issue resolution rates.
● Preparing regular reports summarizing customer care performance and providing actionable insights for continuous improvement.
● Collaborating with product development and user experience teams to provide customer feedback and contribute to the development of user-friendly features and enhancements.
● Stay updated with industry trends, customer preferences, and competitors' practices to identify opportunities for improving the customer experience.
Education:
● At least Bachelor's degree in business administration, Marketing, Psychology or a related field (preferred).
Experience:
● At least 2 years of experience in a supervisory or team lead role within a customer care or contact center environment.
Requirements:
● Proficient in using customer service software and systems.
● Familiarity with e-commerce or e-business platforms is a plus.
● Ability to preparing regular reports
Benefits:
● Credit for: Vacations, Gym, Therapy, Internet Costs
● Social security & complementary insurance
● Educational Platform of advanced courses
● Snappfood's discount Codes
● Loans
مهارتهای مورد نیاز
- CRM
- ارتباط با مشتریان و پشتیبانی
- Analyzing
حداقل سابقه کار
- سه تا شش سال
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- مهم نیست