Job Title: CSR Supervisor
Department: Customer Service
Location: [Jordan - Amman]
Job Summary
We are seeking a Customer Service Representative (CSR) Supervisor for a full-time, on-site role at 7 Insights Consultants in Amman. The CSR Supervisor will be responsible for overseeing the daily operations of the customer service team, ensuring that customer support is delivered effectively and efficiently. This role will also involve managing team performance, resolving customer issues, and implementing strategies to enhance overall customer satisfaction. The CSR Supervisor will provide guidance and training to the team, ensuring that they meet key performance indicators and deliver exceptional service to customers.
Key Responsibilities
- Supervise a team of 10-15 CSRs, provide guidance and coaching to the team, ensuring that they meet key performance indicators.
- Oversee the daily operations of the customer service team, ensuring that customer support is delivered effectively and efficiently.
- Manage team performance, resolve customer issues, and implement strategies to enhance overall customer satisfaction.
- Share performance related reports and analysis.
- Handle escalated customer queries and complaints.
- Train, coach and mentor customer service representatives.
- Ensure timely resolution of customer issues and maintain high level of customer satisfaction.
- Handle scheduling and delegation of tasks to ensure adequate coverage
- Adhere to quality standards and protocols, maintaining professionalism in all interactions.
- Show commitment and flexibility to any policy or process changes that the company may impose.
Requirements And Qualifications
- Proven experience in customer service or customer support roles
- Strong leadership and team management skills.
- Excellent problem-solving abilities and a proactive approach to resolving customer concerns.
- Exceptional interpersonal and communication skills, with the ability to motivate and guide a team.
- High level of computer literacy and experience with customer service software and CRM tools.
- Ability to multitask effectively in a fast-paced environment.
- Strong focus on customer satisfaction and the ability to improve team performance.
- Fluency in English is a must.
- Attention to detail and the ability to manage customer escalations with professionalism and care.
What We Offer
- Competitive salary
- Health insurance
- Learning and development opportunities
- Inclusive and supportive work environment
Working Hours/days
- Rotational shifts with two days off a week.
- Shift timings between 1:00PM and 5:00AM Local time.
- Overtime may be requested based on urgency and business needs.
