Supervisor, Client Contact
New
J
JobgetherCustomer Support
IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Minimum of 3 years of experience in a call center, customer service, or related service industry environment.
- Required Skills
- Microsoft OfficeProcess improvementCustomer Success
Requirements
- Bachelor’s degree or equivalent combination of education, training, and professional experience preferred.
- Minimum of 3 years of experience in a call center, customer service, or related service industry environment.
- Previous supervisory or team leadership experience managing customer support teams.
- Strong knowledge of customer service operations, products, services, and business processes.
- Excellent verbal and written communication skills.
- Strong customer-focused mindset with a commitment to delivering high-quality service experiences.
- Ability to lead, motivate, and manage large teams effectively.
- Experience with workforce management practices, scheduling tools, and quality monitoring systems.
- Strong problem-solving, decision-making, and root cause analysis skills.
- Ability to identify process improvement opportunities and support operational enhancements.
- Strong interpersonal skills and the ability to build positive working relationships.
- Proficiency with Microsoft Office and standard business software applications.
Responsibilities
- Manage one or more customer service teams handling customer inquiries and issues through phone, email, and other communication channels.
- Monitor daily operations to ensure compliance with service level agreements, quality standards, and internal procedures.
- Promote professional, responsive, and customer-focused support experiences that build strong client relationships.
- Ensure appropriate team coverage by managing schedules, workload distribution, and operational priorities.
- Act as an escalation point for complex customer issues, ensuring timely resolution and effective communication.
- Evaluate customer interactions, provide performance feedback, and support representatives in improving service quality.
- Communicate with clients, vendors, and internal departments to maintain service excellence and customer satisfaction.
- Conduct performance reviews, support hiring activities, and contribute to team development initiatives.
- Provide coaching and mentoring to supervisors, team leads, and customer service representatives.
- Identify and implement process improvements to increase efficiency and improve customer outcomes.
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