Senior Customer Service Supervisor

Mahavir Sys Power Pvt. Ltd; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Mahavir Sys Power Pvt. Ltd. in Mumbai seeks a Senior Customer Service Supervisor to lead a team, shape the customer service experience, and drive excellence across touchpoints.

You will coach staff, implement standards, analyze metrics, and collaborate with sales and operations to meet customer needs and achieve targets. The role requires proactive leadership and strong communication.

Qualifications

• Bachelor’s degree in business administration, customer service or related field; certifications are a plus.
• Proven experience in a customer service supervisory or managerial role in fast-paced environments.
• Strong leadership to motivate and guide a team toward goals and service excellence.
• Excellent interpersonal and written/verbal communication with all stakeholders.
• Exceptional problem-solving and decision-making abilities with customer focus.

Responsibilities

• Lead and manage a team of customer service representatives, providing guidance, coaching and feedback.
• Develop and implement customer service policies, procedures and standards to enhance experience.
• Monitor and analyze service metrics to identify improvements and optimize satisfaction.
• Resolve escalated complaints promptly, ensuring satisfactory resolutions and positive relationships.
• Collaborate with sales, marketing and operations to address customer needs and improve delivery.
• Conduct regular training sessions to boost product knowledge, communication and problem-solving skills.
• Stay updated on industry trends and best practices, recommending innovative improvements.
• Prepare and present reports on performance, with actionable recommendations to management.
• Foster a positive, collaborative environment promoting teamwork and development.
• Maintain accurate records of interactions, transactions, comments and complaints in CRM.

Skills

Leadership

Communication

Team Management

CRM Proficiency

Problem Solving

Analytics

Scheduling

Customer-Centric

Stakeholder Management

Education

Bachelor’s degree in business administration or related field

Tools

CRM software

Job description

Job Brief : As a Senior Customer Service Supervisor, you will have the opportunity to lead a team and shape the customer service experience for our valued customers. If you are a dedicated and results-oriented professional with a passion for providing exceptional service, we would love to hear from you.

Responsibilities:

1. Lead and manage a team of customer service representatives, providing guidance, coaching, and performance feedback to ensure a high level of service delivery.

2. Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience.

3. Monitor and analyze customer service metrics to identify areas for improvement and implement strategies to optimize customer satisfaction.

4. Resolve escalated customer complaints or issues promptly and effectively, ensuring a satisfactory resolution and maintaining positive customer relationships.

5. Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer needs and improve service delivery.

6. Conduct regular training sessions for the customer service team to enhance their product knowledge, communication skills, and problem-solving abilities.

7. Stay updated on industry trends and best practices in customer service, and recommend innovative solutions to enhance service quality.

8. Prepare and present reports on customer service performance, highlighting key findings and proposing actionable recommendations to management.

9. Foster a positive and collaborative work environment, promoting teamwork and professional development among team members.

10. Maintain accurate records of customer interactions, transactions, comments, and complaints using customer relationship management (CRM) tools.

Skills Required:

1. Bachelor’s degree in business administration, customer service, or a related field. Relevant certifications or training programs are a plus.

2. Proven experience in a customer service supervisory or managerial role, preferably in a fast-paced and customer-centric environment.

3. Strong leadership skills with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.

4. Excellent interpersonal and communication skills, both verbal and written, with the ability to effectively interact with customers, team members, and stakeholders at all levels.

5. Exceptional problem-solving and decision-making abilities, with a focus on finding innovative solutions to customer issues.

6. Sound knowledge of customer service principles, practices, and techniques, with a customer-centric mindset.

7. Proficiency in using CRM systems and other customer service tools to manage customer interactions and track performance metrics.

8. Strong organizational and time management skills, with the ability to prioritize tasks and work efficiently in a dynamic environment.

9. Flexibility to work evenings, weekends, and holidays as required to meet business needs.

10. Demonstrated ability to handle stressful situations calmly and maintain a professional demeanor.