We are looking to hire an exemplary 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 records, and communicate promotional offers to customers.

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• 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.
• Manages and trains customer service managers.
• Hires and onboards new customer service managers.
• Creates customer service processes and procedures.
• Evaluates phone, email, and chat conversations.
• Investigates customer service issues as needed.
• Conducts customer surveys and focus groups.
• Completes customer service analytics reports.
• Makes data-driven recommendations.
• Uses popular customer service software.
• Monitors daily customer service team output.

QUALIFICATIONS

• High school diploma, GED, or suitable equivalent.
• 2+ years of work experience in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.
• Proficient standard office equipment skills.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.
• Available to work shifts.

Emirates Consulting Group