Customer Service Supervisor

The incumbent is required to supervise, train, lead and lend support to all Customer Service Associates and any assigned staff, whilst upholding the vision, objectives and directives of the Company.

DUTIES AND RESPONSIBILITIES

• Strategizing and monitoring daily activities of customer service operation
• Assisting customer service staff with duties where and when required.
• Mastering all Mobile Apps and Internal Applications
• Building a strong team and shape positive C.S.A behaviors to accomplish objectives and goals
• Full, working knowledge of all aspects of what the Company offers (eg: Corporate Platform, Concierge Service, etc)
• Overseeing and assessing C.S.A activities and providing them with regular performance-related feedback.
• Compiling and submitting Staff Performance Reviews -per CSA every 3 months to Management
• Ensuring all chats are attended to and closed off within 24-48 hours by the relevant C.S.A
• Playing a collaborative role in growing and implementing standards and processes
• Ensuring CSA staff are trained and knowledgeable in areas of company policies
• Organizing of Team Building activities and scheduling weekly team meetings
• Reviewing and ensuring accurate data processing by CSA staff
• Maintenance and review of Main Expiration Tracker
• Responding within 24-48 hours to Support Tickets
• Appropriately escalating issues as needed to relevant Management team member
• Utilizing all internal software and collaboration tools to excellent customer service
• Occasionally monitoring driver map to see if any S.O.S, driver availability, etc
• Monitoring and reviewing payments to internal revenue tracking systems daily
• Collecting and document customer feedback and ideas to submit to the relevant Management team
• Updating internal and external knowledge bases with up to date product information (eg Covid-19 guidelines for transport providers, Certificate of Character procedures)
• Monitoring our social media and other online platforms and respond as per Company guidelines to any customer queries/comments
• Monitoring the App Store & Play Stores and report any customer reviews and issues 
• Organizing mystery shop drivers from time to time and report on any observances – positive and negative
• Monitoring existing and set additional KPIs for the CSA
• Setting non-performance and non-target penalties 
• Requiring to work on a shift system to ensure 24/7 Customer and Team Support Coverage 
• Monitoring and answering the Emergency Phone Hotline to be assigned
• Monitoring and coaching CSA staff on verification phone calls and any Customer service calls (system will be implemented shortly) 
• Notifying and escalating reports of accidents, theft, robberies to the management team and to the police as instructed
• Requiring to attend relevant Company requested training and team building sessions
• Ensuring your company laptop and passwords as well as CSAs are updated as needed when prompted
• Submitting monthly Target reports and overall Performance reviews
• Any other duties as required

QUALIFICATIONS

• First Degree in Business Management, Administration and Customer Service or an equivalent professional qualification
• Five (5) years’ work experience in a customer service position with at least three (3) years’ work experience in a supervisory position
• Proficiency in Microsoft Office, customer service software and web-based applications
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent organization skills, ability to be self-driven

KNOWLEDGE AND OTHER SKILLS

• Proficiency in MS Excel, Word
• Interpersonal and problem-solving skills;
• Analytical Thinking
• Organizational skills
• Ability to multitask
• Supervisory and team leadership skills
• Good written, oral communication and report writing skills.

KEY PERFORMANCE INDICATORS

• Ensure all CSAs attend to queries and issues, chats are closed off in a timely manner
• Verifications and Enrollment targets are met
• Meet or exceed targets set by the company