Customer Service Supervisor at ORIKI Group

Job Brief

• We are sourcing a driven, innovative, passionate and client-oriented On-ground Customer Service Supervisor.
• The On-ground CSR Supervisor will work closely with the Head of Operations & HR to train and manage the daily operations of the CSR team to an internationally acceptable standard.
• The On-ground CSR Supervisor is responsible for setting performance goals for the team, training and coaching the team to ensure the team deliver high-quality customer service and every client have an experience. Analysis of data and customer feedback will be a key area to focus on for consistent improvement.

Requirements:

• BA or BSc in Business Administration, Marketing or a related discipline
• Relevant professional Customer Service qualification or certification is essential for this role.
• Must possess a minimum of 5 years’ work experience in customer relations and services
• Demonstrated experience and understanding of CRM tools and metrics
• Relevant experience with managing and resolving complex customer issues and escalations
• Strong networking and interpersonal skills.
• Ability to work on own initiative, prioritize work, handle pressure and take day-to-day decisions on the running of the organization
• Excellent analytical and interpretive ability
• Ability to remain calm under pressure
• Proficient in Microsoft tools, google suites & Canva
• Excellent organizational and multitasking abilities
• Experience with training customer service representative
• Ability to handle stressful situations.
• Patient and understanding.
• Detail Oriented and Efficient
• Ability to bring a strong vision of development, continuous
• improvement and growth for in control
• Tech Savvy, CRM tools and other software’s
• Strong commitment to inclusion and change client issues.
• Results oriented
• Client Experience oriented
• Ínnovative
• Proactive
• Íntegrity and highly confidential
• Commitment to and understanding of team work and collaborative working.
• Highly motivated self-starter.