Customer Service Supervisor

Responsibilities

• Lead, coach, and supervise a team of Customer Service Officers
• Monitor KPIs, workload distribution, and service quality standards
• Handle complex customer inquiries across multiple channels
• Oversee order processing, amendments, and cancellations
• Manage escalations and resolve customer issues effectively
• Support CRM accuracy and maintain proper documentation
• Analyse performance data and prepare reports for management
• Identify and implement process improvements
• Support training and development of team members
• Collaborate with internal teams to ensure smooth operations
• What You Bring
• Minimum 5 years of customer service experience
• Strong leadership and team management skills
• Experience in KPI tracking, reporting, and data analysis
• Proficiency in SAP, CRM systems, and Microsoft Office
• Strong problem-solving and communication skills
• Ability to work independently in a fast-paced environment
• Organised, proactive, and detail-oriented approach

Additional Information

Roles & Responsibilities We are looking for a Customer Service Supervisor to lead and support a team in delivering high-quality customer service. You will play a key role in ensuring excellent customer experience, managing service operations, and driving continuous improvement in processes and team performance.

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Company Intel

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