Job Summary
We are seeking a
Customer Experience Supervisor to take on the overall supervision of customer experience operations. This role involves monitoring the performance of team leaders, ensuring the consistent application of approved service standards across all communication channels, and achieving the highest levels of customer satisfaction. The supervisor will be responsible for evaluating team performance, enhancing operational processes, coordinating with other departments, and preparing analytical reports that support strategic decision-making and continuous improvement in service quality.
- Direct supervision of customer service team leaders and close monitoring of their daily operations to ensure workflow efficiency and goal achievement.
- Reviewing team KPIs, analyzing daily and weekly performance reports, and providing insights and recommendations for improvement.
- Ensuring service quality across all communication channels: phone, email, social media, showrooms, and sales representatives.
- Overseeing outbound communication activities, including:
- Call Back: Ensuring timely follow-up on unresolved inquiries.
- Happy Calls: Supervising satisfaction calls post-service to gather feedback and enhance the customer experience.
- Email Follow-ups: Monitoring the quality and timeliness of updates sent to customers.
- Dealer In-home Service: Supervising on-site maintenance visits carried out by authorized dealer teams, ensuring punctuality and quality.
- Supervising internal auditing processes such as:
- Service quality reviews
- Avaya call recording audit.
- Data entry accuracy
- Follow-up on improvement actions in coordination with team leaders.
- Collaborating with the HR department to develop team improvement plans and support training and onboarding of customer service representatives and their leaders.
- Supporting team leaders in managing difficult cases or escalated complaints and ensuring their resolution with the concerned departments.
- Coordinating with related departments such as maintenance, sales, and marketing to ensure a unified and seamless customer experience.
- Ensuring all teams are compliant with approved policies and procedures while fostering a professional and quality-driven work culture.
- Conducting periodic evaluations for team leaders and providing constructive feedback to encourage ongoing improvement.
- Preparing regular strategic reports for direct manager that include performance analysis, customer satisfaction levels, challenges, and development recommendations.
- Contributing to the development of new tools and methods to enhance service delivery customer satisfaction, and responsiveness.
- Performing any other related tasks as requested by the direct manager.
Job Requirements
Educational Level:
- Diploma or Bachelor’s degree in Marketing, Business Administration, or a related field.
Work Experience
- Minimum of 5 years of experience in a similar role.
Skills And Competencies
- Strong self-control and emotional intelligence.
- Professional and courteous customer interaction skills.
- Excellent verbal and written communication skills.
- Ability to remain neutral and objective to serve both company and customer interests.
- Proficiency in answering calls with professionalism and accuracy.
- Ability to prioritize tasks effectively.
- Skilled in using various sources to research and retrieve needed information.
- Strong customer complaint handling and resolution skills.
- Ability to prioritize tasks effectively.
- Accurate documentation and data entry skills.
- Good technical and IT proficiency.
- Solid understanding and practice of customer service principles.
- Practical experience with Avaya systems and Infobip for digital customer support is highly preferred.
