Customer Service Supervisor

Main Responsibilities:
• Hire and train customer service agents
o Provide scripts for new hire
o Develop templates to improve productivity
o Train agents on how to adequately address customer’s needs over the phone or how to write email correspondence
o Train customer service representatives on how to effectively lead customer service agents.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
o Direct the daily operations of the customer service team.
o Ensure the necessary resources and tools are available for quality customer service delivery.
• Develop and implement customer service policies and procedures
o Review and assess customer service representatives.
o Monitor accuracy of reporting and data base information.
o Analyze relevant data to determine customer service outputs.
o Define and communicate customer service standards.
o Evaluate and measure performance of staff.
o Identify and address staff training and coaching needs.
• Oversee the achievement and maintenance of agreed customer service levels and standards
o Identify and implement strategies to improve quality of service, productivity and profitability.
o Liaise with company management to support and implement growth strategies.
o Co-ordinate and manage customer service projects and initiatives.
o Analyze data and statistics.
o Compile and print reports on overall customer satisfaction.
• Keep abreast of new company products and services.

Education and Experience
• Has a relevant bachelor's degree.
• Has at least four (4) years customer service experience.
• Has at least three (3) years supervisory experience.
• Has in-depth knowledge of customer service principles and practices
• Has proficiency in CRM systems, MS Office applications, etc.
• Has remarkable product knowledge
• Has great leadership skills to be able to handle a whole team/department

Key Requirements:
• Professional level experience in a virtual environment; Candidates will be asked to demonstrate record (can be through references, etc.)
• Experience in working with customers will be considered a plus
• Ability to be trained on relevant customer relationship management software applications to manage clients / patients
• Solid computer skills – proficient in Microsoft applications
• A minimum of four (4) years relevant working experience
• Proven track record in meeting performance objectives
• Strong oral and written communication skills are required, as well as basic technical support knowledge and computer skills background
• Effective listener and understanding customer expectations
• Ability to quickly establish rapport with Clients in a way that allows for a comfortable consultation.
• Ability to work remotely, reaching international customer base
• Shows/practices a commitment to ethical conduct.
• Works well under pressure and does not waiver in working as a team.
• Internet savvy to research customer details
• Availability to work a flexible schedule
• Fluent in English, both speaking and writing. Other languages like Spanish, Arabic, Russian, Chinese, etc. are considered a plus

Candidate meeting all of the criteria above, please reply to this post with a current copy of your resume and a cover letter in English to demonstrate your written skills. We will not consider submissions received without a cover letter and not meeting above-stated criteria. If you feel that you are a person we're looking for, send us a current copy of your resume and a cover letter at anna.y@placidway.com (Submissions without a cover letter will not be entertained).
We look forward to see you grow with us!