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CSR Supervisor

Views: 854 | This job is expired 2 years ago

Basic Job Information

Job Category	:	Marketing / Advertising / Customer Service
Job Level	:	Mid Level
No. of Vacancy/s	:	[ 1 ]
Employment Type	:	Full Time
Job Location	:	Buddhanagar,New Baneshwor
Offered Salary	:	NRs. 25,000 - 35,000 Monthly
Apply Before(Deadline)	:	Apr. 20, 2023 23:55 (2 years ago)

Job Specification

Education Level	:	Under Graduate (Bachelor)
Experience Required	:	More than or equal to 3 years
Professional Skill Required	:	Multitasking Problem-Solving Skills Fast Typing Customer Service Software Knowledge Verbal Communication

Other Specification

Bachelor's degree in business administration, communication, or a related field.
3-5 years of experience in customer service or a related field, with at least 2 years in a supervisory role.
Excellent communication skills, including written, verbal, and interpersonal skills.
Strong analytical skills and the ability to analyze data to make informed decisions.
Demonstrated leadership skills, including the ability to motivate, coach, and develop a team.
Knowledge of customer service best practices and the ability to develop and implement effective training programs.
Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Proficiency in Microsoft Office and customer service software, such as Zendesk.
Flexibility to work non-standard hours, including weekends and holidays, as needed.

Job Description

As a CSR Supervisor, you will oversee a team of customer service representatives (CSRs) to ensure that they provide exceptional service to customers. You will be responsible for monitoring and evaluating the performance of the CSR team, identifying areas for improvement, and developing training programs to enhance their skills. Additionally, you will be the first point of contact for escalated customer issues and will be responsible for resolving complex issues.

Key Responsibilities:

Supervise a team of CSRs, providing guidance, coaching, and feedback to ensure that they meet or exceed performance metrics, including customer satisfaction, call quality, and productivity.
Develop and maintain training programs for the CSR team to enhance their skills and knowledge, including product knowledge, customer service skills, and communication skills.
Monitor and evaluate the performance of the CSR team, identifying areas for improvement and implementing corrective action plans as needed.
Handle complex customer issues that are escalated by the CSR team, ensuring that they are resolved in a timely and satisfactory manner.
Collaborate with other departments, including sales, marketing, and operations, to ensure that the CSR team has the necessary resources and support to meet customer needs.
Analyze customer data and feedback to identify trends and make recommendations for improvements to the customer experience.
Maintain accurate records and reports on the performance of the CSR team, including call volume, response time, and customer satisfaction.
Provide regular feedback to management on the performance of the CSR team, including recommendations for improvements to policies, procedures, and training programs.