Customer Service Supervisor at SunCulture Kenya Ltd

About the role:

The Customer Service Supervisor role holder is a dynamic and results-driven individual.  He /she is a key contributor to the customer service department. The role holder will be responsible for leading a team of retention representatives to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.

Key Responsibilities:

• Supervise and lead a team of customer service representatives, fostering a positive and collaborative environment through guidance, support, and coaching.
• Set and monitor performance targets for the team and individual members, implementing improvement plans as necessary to ensure goal attainment.
• Ensure high levels of customer satisfaction by overseeing the resolution of issues and escalations, and analyzing interactions for improvement opportunities.
• Implement and enforce quality assurance standards for customer interactions, conducting regular audits to maintain service quality.
• Identify training needs and facilitate ongoing development opportunities to enhance team skills and knowledge.
• Effectively allocate resources to ensure optimal efficiency and manage staffing levels to meet service demands.
• Generate regular reports on key performance indicators and utilize data-driven insights to identify trends and areas for improvement.
• Lead initiatives to improve processes and procedures, actively seeking and implementing best practices in customer service.

Qualifications:

• Bachelor's degree in Business Administration, Communication, or a related field (preferred).
• 5 years of experience in Customer Service, including a minimum of 3 years in a supervisory or managerial role within a call center or customer service environment.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficient in using call center software and customer relationship management (CRM) tools.
• Knowledge of industry best practices and trends in customer service.