Customer Service & Complaint Management Supervisor

AI overview

Supervise customer service operations while managing team performance and ensuring compliance with service standards and operational procedures.

Responsibilities:

Monitor and ensure all Customer Service & Complaint Management activities run efficiently and in compliance with SOPs.

Deliver excellent service to customers and handle their requests effectively.

Conduct regular sampling checks on the team’s completed tasks to ensure accuracy and quality.

Manage and oversee day-to-day operations within the Customer Service & Complaint Management unit.

Develop and implement service and complaint management plans.

Follow up, monitor, and resolve customer complaints according to established SOPs.

Provide product knowledge training to team members.

Coach and mentor Customer Service Representatives (CSRs) to improve their performance.

Supervise and evaluate the overall performance of the Customer Service & Complaint Management team.

Requirements:

Bachelor’s degree (S1) in any related field.

Minimum 3 years of experience as a Team Leader/Supervisor in Customer Service, Contact Center, or Complaint Management.

Proven ability to manage and monitor team performance effectively.

Excellent communication, analytical, and problem-solving skills.

Detail-oriented, target-driven, and able to work both independently and collaboratively.

Background in banking or financial institutions is preferred.

Proficient in Microsoft Office and English.