Customer Service Supervisor

Key Responsibilities

Customer Service Operations

• Supervise daily customer service activities across chat, email, phone, and social media platforms
• Ensure timely and professional handling of customer inquiries, complaints, and service requests
• Handle complex and escalated customer concerns
• Enforce service standards, response time, and resolution quality

CRM Management & Monitoring

• Monitor and manage all customer interactions, tickets, and cases within the CRM system
• Assign, track, and follow up on tickets to ensure closure within agreed SLAs
• Ensure accurate and complete CRM data entry by the customer service team
• Maintain and update customer profiles, interaction logs, and service history
• Generate CRM reports on team performance, ticket volume, response time, and customer trends

Team Supervision & Coaching

• Train, guide, and coach Customer Service...