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Alkaffary Group

الرياض / Global

Customer service supervisor

  • ر.س.‏120000 SAR

Job Summary

Salary Range:
ر.س.‏120000 SAR
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Job Description

The Customer Service Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring the delivery of high-quality service, achieving customer satisfaction, monitoring team performance, and ensuring compliance with company policies, procedures, and service standards. Key Responsibilities Supervise the daily activities of the customer service team and assign tasks effectively. Monitor and evaluate team performance using Key Performance Indicators (KPIs). Train, coach, and develop customer service representatives to enhance their skills and performance. Handle escalated customer complaints and ensure timely and effective resolution. Ensure compliance with company policies, procedures, and customer service standards. Prepare and submit regular performance and operational reports to management. Provide ongoing feedback and performance coaching to team members. Coordinate with other departments to resolve customer issues and improve the customer experience. Manage staff schedules, attendance, and leave to maintain adequate service coverage. Identify opportunities for process improvements and implement best practices to enhance service quality. Key Performance Indicators (KPIs) Customer Satisfaction Score (CSAT) First Contact Resolution (FCR) Service Level Agreement (SLA) Compliance Average Response and Resolution Time Quality Assurance (QA) Scores Team Productivity and Performance Achievement #J-18808-Ljbffr

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