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Title
Text copied to clipboard!Customer Support Supervisor
Description
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We are looking for a Customer Support Supervisor responsible for managing and coordinating the customer support team to ensure high-quality service and effective problem resolution. In this role, you will oversee operators' work, analyze service quality metrics, develop and implement customer interaction standards, and train and motivate staff to achieve set goals. Your task is to provide prompt and professional handling of customer inquiries, increase satisfaction and loyalty, and optimize support processes. We expect the candidate to have excellent communication skills, teamwork ability, analytical mindset, and experience in personnel management within customer support.
Responsibilities
Text copied to clipboard!- Organize and control the work of the customer support team
- Train and develop support staff
- Monitor service quality and analyze metrics
- Develop and implement customer service standards
- Resolve complex and conflict situations with customers
- Collaborate with other departments to improve service
- Prepare reports on support service performance
- Optimize customer service processes
- Motivate and maintain high team productivity
- Participate in recruitment and onboarding of new employees
Requirements
Text copied to clipboard!- At least 2 years of supervisory experience in customer support
- Knowledge of customer-oriented service principles
- Excellent communication and leadership skills
- Ability to handle conflict situations
- Skills in data analysis and reporting
- Familiarity with CRM systems and office software
- Ability to train and motivate a team
- High stress tolerance and responsibility
- Willingness to work in a dynamic environment
- Secondary specialized or higher education
Potential interview questions
Text copied to clipboard!- How do you motivate your team to achieve goals?
- Describe your experience resolving customer conflict situations.
- What methods do you use to control service quality?
- How do you train new employees?
- Which key performance indicators do you consider essential for support service?
- How do you cope with high stress levels at work?
