Customer Service Supervisor

AIODM/ApiTap Customer Service Supervisor with Tech Support Experience

Overview:

We are looking to hire an exemplary Customer Service Supervisor (Live Chat Software Experience, and Live Chat Operations) to coach our service staff to deliver exceptional customer service. The Customer Service Supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational Upgrade to see actual info addition, the Customer Service Supervisor will also manage the hiring and termination process.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

Customer Service Supervisor Responsibilities:

Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.

Strategizing and monitoring daily activities of customer service operations.

Experience with Chat Support Software (Live Chat, Tawk.to)

Escalations are handled in a timely manner

Assisting customer service staff with duties where required.

Training staff in areas of customer service and company policies.

Creating and updating training processes

Managing coverage to ensure all calls are answered during our operational hours

Investigating and solving customer service complaints.

Assisting with the development and implementation of service policies, and explaining these to staff and customers.

Maintaining documentation pertaining to customer service department activities.

Performing additional duties where needed.


Customer Service Supervisor Requirements:

2+ years of work experience in a supervisor/manager position.

2+years experience with Live Chat software (Tawk.to)

SaaS Application Experience

Proficient knowledge of customer service, and standard office practices and procedures.

Proficient computer skills.

Tech Support Experience

Proficient standard office equipment skills.

Outstanding communication skills, both written and verbal.

Strong people skills.

Excellent phone etiquette.

Ability to multi-task

Outstanding organizational skills.