Customer Support Supervisor  

JOB SUMMARY

The Customer Support Supervisor is responsible for the overall services and operations of the section. He is also responsible for leading and training the staff members to ensure that professional service is provided at all times.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Trains and instructs associates to make sure that customer concerns are taken care of professionally and in line with the set guidelines.
• Tracks the day-to-day productivity of the team.
• Provides high-level technical advice to customers, assists with service requests, and promotes and educates customers for escalated concerns.
• Identifies call center operational issues and suggests improvements.
• Writes operational reports and analyzes data to assist and advise the management.
• Conducts interviews and participates in the hiring process to fill in vacancies, if necessary.
• Familiarizes oneself regarding company offerings and processes to provide substantial information when needed.
• Performs all other tasks that may be assigned from time to time.

• College graduate with a bachelor’s degree in Marketing or equivalent
• Over 2 years supervisory experience in Customer Service, Marketing, Part/Service, Business Development, or any related field
• Excellent communication skills
• Must have experience in handling calls/customer inquiries particularly in a business to customer environment