Customer Service Supervisor

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Mercantile Shipping Group
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Job Title : : Customer Service Supervisor
Job Reference : : To manage Chat Line support staff and office administrative duti
Location : : Rajagiriya, Sri Lanka
Posted on : : Tue Mar 27, 2018
Apply before : : Fri Apr 27, 2018
Job Type : : Full-time
Experience required : : Any experience
Job category: : Call Center / Customer Care / BPO
 Job Description

MSAL is seeking a highly proficient Customer Service Supervisor who will be responsible for oversight of the 1st tier customer support via Chat line.

 Both written and verbal proficiency in English is a mandatory requirement for this position. 

Roles and Responsibilities include:
 Motivate a team of customer service representatives through coaching and setting clear performance objectives. 

 Provide training of all customer support representatives.

 Develop and maintain all support related documentation including online guides, processes maps, escalation procedures, and training materials.

 Conduct performance evaluations.

 Resolve employee issues.

 Scheduling of staff.

 Manage support work queues.

 Ensure all service level agreements are met or exceeded.

 Follow up with unsatisfied customers to ensure their issues have been resolved.

 Provide operational reports on a weekly basis.

 Raise all critical issues with Manager of IT and provide regular updates until issues have been resolved.

 Manage day-to-day office administrative duties.


 3+ years’ experience as a customer support supervisor.

 Demonstrated leadership abilities.

 Goal oriented team player with excellent inter-personal skills.

 Attentive to customers, ability to multi-task and possess excellent organizational skills.

 Strong technical and analytical skills.

 Solid experience in problem analysis and resolution of software, hardware, and network issues.

 Proven ability to function in a self-directed environment.

 Must excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success.

 Innovative thinker who is positive, proactive, and readily embraces change.

 Able to work well given tight deadlines and tough technical challenges.

 Strong written and verbal communication skills. (English).

 Experience with Microsoft Office, Live Chat and other support tools.

Apply before : Fri Apr 27, 2018
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