Job Expired

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Customer Service Supervisor

Addis Finder Trading PLC

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Business

Marketing Management

Addis Ababa

1 Position

2025-02-20

to

2025-02-28

Required Skills

monitor customer service

Fields of study

Marketing

Full Time

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Job Description

Ensures day to day operations of customer service teams in call center, reception and digital correspondence is executed in a professional and effective manner to achieve higher customer satisfaction and business growth.

Main Duties and Responsibilities:

  • Oversee the daily operations of the Customer Service teams, ensuring prompt and efficient handling of customer inquiries, complaints, and requests.

  • Monitor team performance metrics, such as response times, first call resolution, and customer satisfaction scores.

  • Lead and motivate the Customer Service team to deliver exceptional service and achieve performance targets.

  • Provide coaching, training, and performance feedback to team members.

  • Build strong relationships with customers and act as a point of escalation for complex issues.

  • Ensure timely and accurate resolution of customer concerns.

  • Identify opportunities for process improvements to streamline customer service workflows and enhance efficiency.

  • Implement best practices and standard operating procedures.

  • Conduct quality assurance checks on customer interactions to ensure adherence to service standards and company policies.

  • Provide constructive feedback and coaching to team members to improve service quality.

  • Gather and analyze customer feedback to identify trends, pain points, and areas for improvement.

  • Use customer insights to drive service enhancements and product development.

  • Prepare and present regular reports on customer service performance and key performance indicators (KPIs) to management.

  • Use data-driven insights to make data-informed decisions.

  • Collaborate with other teams to address customer needs and concerns.

  • Work together on initiatives to improve the overall customer experience.

  • Develop and deliver customer service training programs for new and existing team members.

  • Ensure team members are equipped with the necessary skills and knowledge to provide exceptional service.

Job Requirements

  • Bachelor's degree in Marketing, Communications, or a related field.

  • 6 years of customer service experience, of which at least two years in supervisory or team leader roles.

Competencies and Professional skills required

  • Proven track record of leading and motivating customer service teams to achieve high levels of customer satisfaction.

  • Strong understanding of customer service principles and best practices.

  • Excellent communication and interpersonal skills.

  • Analytical mindset with the ability to analyze data and draw insights to improve service performance.

  • Familiarity with CRM systems and customer service software.

  • Demonstrated ability to handle customer escalations and resolve complex issues.

  • Strong problem-solving and decision-making skills.

  • Leadership qualities with the ability to inspire and develop team members.

Desired Personal Attributes

  • Leadership

  • Teamwork spirit

  • Communication and Interpersonal Skills

  • Maturity and Professional Attitude

  • Initiative and Motivation.

How to Apply

Are you passionate about making a difference and eager to be part of an organization that believes in the power of collaboration? If you’re driven by the desire to contribute to a team that values every member's unique talents, we want to hear from you!

Why Join Us? 

Collaborative Environment: Our team thrives on mutual respect, open communication, and the exchange of ideas. We believe that every voice matters.

Growth Opportunities: We're committed to your professional development. With us, you'll have access to continuous learning and growth opportunities that will help you reach your full potential.

Impactful Work: Your contributions will directly impact our mission and the communities we serve. You'll be part of something bigger, making a tangible difference.

Let's build a brighter future together. Come, grow with us!

If you believe its you, please apply using THIS LINK

Fields Of Study

Marketing

Skills Required

monitor customer service

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