Customer Service Supervisor

About the role

As the Customer Service Supervisor at Ian Smart Energy Corp', you will be a key part of the customer support team, overseeing the daily operations of the call centre and ensuring exceptional service is delivered to our clients. This full-time position is based in our Quezon City office, where you will lead and inspire a team of customer service representatives.

What you'll be doing

• Manage and coach a team of customer service representatives, providing guidance, training and feedback to ensure a high level of performance
• Monitor call quality and customer satisfaction, identifying areas for improvement and implementing effective solutions
• Liaise with other departments to resolve complex customer inquiries and escalate issues as needed
• Develop and implement policies and procedures to streamline customer service operations
• Analyse call data and customer feedback to identify trends and recommend process improvem...