Posted 3 months ago
Customer Service Supervisor
AI Summary
The Customer Service Supervisor handles escalated customer complaints, ensures timely resolution of inquiries, analyzes service data, develops service-quality strategies, collaborates cross-functionally, documents interactions, and presents monthly complaint reports.
About this role
· Key Responsibilities:
o Handle complex or escalated customer complaints.
o Ensure timely and effective resolution of customer inquiries and complaints.
o Analyze customer feedback and service data to identify trends.
o Develop and implement strategies to improve service quality.
o Collaborate with other departments (e.g., sales, logistics, IT) to streamline customer service processes.
o Document customer interactions, feedback, and resolutions accurately.
Compile and present monthly reports on customer complaints, highlighting key trends, root causes, and recommended actions to improve customer satisfaction and service quality
Requirements
- Bachelor’s degree in any relevant field from a reputable company
- Very good command of written and spoken English is a must.
- from 5 to 7 years of experience of call center and a customer service service is required.
- Strong problem solving and stakeholders management skills.
- Experience in retail or e-commerce in FMCGs is preferrable.
- Ability to create a maintain high customer satisfaction levels.
- Dokki or nearby residents
Benefits
- Employee social and medical insurance
- SIM card provided
- Annual bonus upon KPIs
Skills
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Market data for customer support roles
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- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.