Customer Service Supervisor
Mittlere Stufe (2-5 Jahre), Höhere Stufe (5-10 Jahre)
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Customer Service Supervisor is responsible for the delivering of high standards of service to customers by making the most effective and efficient use of call-center`s staff and technology resources. He will use a range of measurements to monitor, analyze and plan improvements to call-center performance. To meet these responsibilities, the supervisor must be a combination of expert service provider, coach, trainer, mentor and motivator according to Hello Hungry Company.
• Customer Service
Customer Service Supervisor will identify the customer service as his main responsibility. He will be responsible for ensuring the CS agents have the knowledge and skills to answer customers’ inquiries, requests for support or problems quickly and effectively.
• Customer Service Agents Performance
The performance of individual CS agents is essential to the success of the call center. The supervisor will be responsible for recruiting, training, managing and monitoring agents so that they will have the skills and knowledge to meet customer service. Training programs must ensure that CS agents will have good product and service knowledge, as well as customer handling skills.
• Account administration
Customer Service Supervisor will be responsible for the building up the restaurant accounts and their successful management based on the company goals. The account administration process is closer linked to concrete monthly restaurants promotions which are a result of the joint Marketing and Sales actions.
• Balancing Resources
The supervisor will be responsible for using all resources effectively. By analyzing records of incoming calls, he can identify peak and quiet times and manage them.
Customer Service Supervisor will be responsible for providing reports on various aspects of call-center performance to other members of the management team.