Bilingual Customer Service Supervisor
The Customer Service Supervisor is responsible for overseeing all Customer Service Representatives, with direction from the Customer Service Manager. They must ensure that the highest standards of Customer Service are achieved and maintained.
Essential duties include...
- Ensure that all Customer Service Representatives are properly prepared to perform all service functions in a timely manner
- Oversee all Customer Service functions and channels – member ad approval, member email, support email, photos needs, telephone calls, instant messenger and sales efforts
- Escalate unresolved member concerns or operational issues to the proper individual or department
- Ensure that on an ongoing basis we provide professional, accurate, fast, friendly and helpful support to all customers, no matter the channel, ensuring their satisfaction
- Ensure that all Customer Service duties are performed in accordance with company policies, procedures and standards
- Document fully and report any performance issues with regards to Customer Service Representatives
- Plan, direct supervise, train and motivate Customer Service staff
- Participate in the work evaluation of personnel
- Keep abreast of current departmental, company and industry issues and relative information
- Act as a liaison to the Manager of Customer Service and the Customer Service Representatives
- Process member billing transactions, both payments and credits in an efficient, timely and accurate manner
- Act as a Customer Service Representative as needed
- Other duties as assigned or required
Education and Training
- College Degree preferred
- High School graduate or equivalent required
- Three years Customer Service Experience
- Must have comprehensive experience serving in a supervisory capacity
- Industry-related experience highly desirable
Skills and Competencies
- Superb customer service skills, patience, and understanding, with the ability to turn around and satisfy difficult and demanding customers
- The leadership skills to be an effective role model for a team of CSR’s
- The ability to maintain a fair and consistent set of standards in managing a team
- A detail oriented approach to your work
- Excellent communication skills, both written and verbal
- The desire to take initiative, follow through and complete assigned tasks
- Must be able to multi-task in a fast paced service environment
- Possess a problem solver mentality where obstacles and problems are seen as opportunities
- Knowledge and experience with the internet and internet browsers, Microsoft office products, spyware, pop up blocking and security software
- The ability to effectively motivate, coach, counsel and mentor a team of CSR’s
- Knowledgeable with regards to current trends, technologies and regulations in the area of Customer Service
Please note that bilingual fluency is required.
(No phone inquiries, please)