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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.



Qualifications:

 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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