Customer Service Representative Supervisor at Uncle Stan's Foods

Job Summary

• The Customer Service Representative Supervisor is responsible for the daily activities, leading, coaching, and monitoring a team of Customer Service Representatives to ensure excellent customer experiences, efficient service delivery, and achievement of operational targets. The supervisor acts as a link between frontline customer service staff and management, resolving escalated customer issues and ensuring compliance with company policies and procedures.

KEY RESPONSIBILITIES

• Supervise, coordinate, and support the daily activities of the Customer Service Representatives.
• Monitor team performance against customer service KPIs and targets.
• Provide coaching, mentoring, and regular feedback to team members.
• Handle escalated customer complaints and ensure timely and satisfactory resolution.
• Ensure customers receive accurate, professional, and courteous service.
• Monitor response times, call handling, complaint resolution, and customer satisfaction levels.
• Prepare and submit daily, weekly, and monthly performance reports.
• Identify training needs and organize coaching or refresher sessions for team members.
• Ensure staff follow company policies, procedures, service standards, and escalation processes.
• Manage attendance, punctuality, shift schedules, and staff productivity.
• Work closely with other departments to resolve customer issues and improve service delivery.
• Identify recurring customer complaints and recommend solutions to management.
• Maintain accurate customer records and ensure confidentiality of customer information.
• Assist with recruitment, onboarding, and training of new customer service representatives.
• Conduct team meetings and communicate company updates, policies, and targets.
• Support continuous improvement initiatives aimed at improving customer satisfaction and operational efficiency.

REQUIREMENTS

• Bachelor’s degree or HND in Business Administration, Marketing, Communications, Management, or a related field.
• 2–4 years of customer service experience, with supervisory or team-lead experience preferred.
• Strong communication and interpersonal skills.
• Good problem-solving and conflict-resolution abilities.
• Strong leadership and team-management skills.
• Ability to work under pressure and meet deadlines.
• Good knowledge of customer service principles and practices.
• Proficiency in Microsoft Office and customer service/CRM systems.
• Strong reporting, organization, and time-management skills.

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT)
• Customer complaints resolution rate
• First-contact resolution
• Average response/handling time
• Team productivity
• Service-level adherence
• Customer retention
• Attendance and punctuality
• Quality assurance scores

COMPETENCIES

• Leadership
• Customer relationship management
• Communication
• Coaching and mentoring
• Conflict resolution
• Problem-solving
• Decision-making
• Teamwork
• Performance management
• Attention to detail
• Emotional intelligence
• Accountability