Customer Service Supervisor (FT)

Job Description:

• The Customer Service Supervisor attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Requirements:

• Requires a bachelors degree or equivalent and 2-5 years of experience in the field or in a related area.
• Has knowledge of commonly-used concepts, practices and procedures within a particular field.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Works under immediate supervision.
• Primary job functions do require exercising independent judgment.
• Typically reports to the general manager.
• The target is to ensure excellent service standards and maintain high customer satisfaction.
• This job post are for applicants residing in Kuwait only.

Job Functions:

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company gatekeeper
• Suggest solutions when a product malfunctions
• Handle product recalls
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Read from scripts
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media.