A customer service supervisor is responsible for managing a team of customer service representatives. They ensure that customers are satisfied with the product or service, and they resolve any complaints. They also develop strategies to improve customer service.
Customer Service Supervisor job duties include:
- Hiring, training, and supervising customer service representatives
- Planning and implementing customer service policies
- Monitoring customer service metrics (e.g. satisfaction scores, call wait times)
- Investigating and resolving customer complaints
- Identifying opportunities to improve customer service procedures
- Collaborating with other departments to resolve customer issues
- Creating reports on customer service performance
- Recognizing and rewarding employees for exemplary customer service
- Addressing customer inquiries and concerns in a professional manner
- Escalating complex customer issues to higher levels of management
Customer Service Supervisor Job Requirements
A Customer Service Supervisor typically needs at least a high school diploma, although some jobs may require postsecondary education, and must have several years of customer service experience. They must also have supervisory experience in customer service or a related field. Some employers may require certification in customer service or a related field.
Customer Service Supervisor Skills
- Patience
- Empathy
- Communication
- Organization
- Multi-tasking
- Problem-solving
- Decision-making
- Stress management
- Leadership
- Training
- Coaching
Related: Top Customer Service Supervisor Skills: Definition and Examples
How to become a Customer Service Supervisor
In order to become a Customer Service Supervisor, one must first obtain a high school diploma or equivalent. Many employers prefer candidates who have some customer service experience, although it is not always required. Once hired, most Customer Service Supervisors complete on-the-job training. Some organizations may require their Customer Service Supervisors to complete a formal training program.
The most important trait for a Customer Service Supervisor is the ability to lead and motivate a team. They must be able to handle customer complaints and resolve conflict within the team. They must also be able to communicate effectively with both customers and employees.
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