DUTIES AND RESPONSIBILITIES:Serve as the critical link between customer service staff and customers, ensuring a professional, high-quality service experienceMonitoring, leading, and training team membersInvestigate and resolve customer issues, evaluate staff performance, and provide coaching and mentoring to foster growthEnsure daily customer service operations are executed smoothly and efficientlyProvide a terrific customer service experienceTrain team members to provide professional and friendly serviceBe an expert in interacting with customersConvey and distribute important information and tasks effectivelyTrain and motivate employees successfullyHandle difficult situations through precise communicationSupervise a team of customer care representativesProvide assistance and leadership in any situationDemonstrate outstanding problem-solving abilitiesIdentify and solve problems quickly and appropriatelyHandle customer and employee issues effectively and quicklyKeep track of multiple assignments, tasks, meetings, and schedulesMaintain a perfect organization system to stay focused and perform wellMonitor and supervise customer service staff and daily activities, operations, rosters and disciplineEvaluate the staff performance and provide them with regular feedbackAssist staff with duties if needed – Taking calls, clearing complaints dashboardsTrain new team members on customer service activities and company policiesTrack and monitor refundsDeal with customer problems and strive to fix themEstablish and implement customer service policies and strategiesCreate and organize work schedules and shiftsDelegate tasks and assignmentsCommunicate with customers and ensure outstanding customer satisfactionPerform data and statistical analysisWrite and prepare reports on overall customer satisfaction and complaintsCollect customer feedback and implement changes where necessaryREQUIREMENTS:Diploma in business administration, customer service, or a related field3+ years of experience in a customer service role, with at least 1 year in a supervisory capacity/ Team Leader roleProven track record of handling escalated customer issues effectivelyPrevious working experience in customer service – Fast food industry (Advantageous)Computer proficiency – Microsoft Office Suite, proficient in ExcelOutstanding supervisory skillsExceptional customer service and communication skillsOrganization and the ability to delegate tasksStrong problem-solving skillsMotivation and coaching abilities
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