Customer Support Supervisor

CrecenTech; Lahore; On-site; PKR 2,000,000 - 2,750,000; Full time

Job summary

A prominent IT services provider in Lahore is seeking a Human Resources Officer to lead the customer support team. The candidate will manage daily operations, ensure customer satisfaction, and develop training programs. Ideal for someone with strong leadership skills and a background in customer support. This role offers competitive benefits and work-life balance.

Benefits

Eid Bonuses

Monthly Punctuality Allowance

Paid Overtime

Special Allowance for Emergency

Gaming Facility

5 days a week

Office Gatherings and Celebrations

Qualifications

• Minimum of 3-5 years of experience in customer support, with at least 2 years in a leadership role.
• Proven track record of managing a high-performing customer support team.
• Strong organizational and time management skills.

Responsibilities

• Lead, mentor, and develop a team of customer support representatives.
• Oversee daily customer support activities and resolve customer inquiries.
• Develop and deliver training programs for team members.

Skills

Leadership skills

Customer-centric mindset

Problem-solving abilities

Communication skills

Data analysis

Education

Bachelor’s degree in Business or Communications

Tools

Customer support software

CRM systems

Job description

Direct message the job poster from CrecenTech

Job Title

Human Resources Officer at CrecenTech Systems Private Limited

The Customer Support Supervisor will oversee the daily operations of the customer support team, ensuring that our customers receive outstanding service. This role involves supervising, coaching, and mentoring team members, handling escalated customer issues, and collaborating with other departments to improve the overall customer experience. The ideal candidate will have excellent leadership skills, a customer-centric mindset, and a proven track record in customer support.

Responsibilities

• Team Leadership and Supervision: Lead, mentor, and develop a team of customer support representatives. Monitor team performance and provide regular feedback. Conduct performance reviews and implement improvement plans as needed. Foster a positive and productive team environment.
• Customer Support Operations: Oversee daily customer support activities to ensure timely and effective resolution of customer inquiries and issues. Handle complex and escalated customer issues, providing solutions and ensuring customer satisfaction. Ensure adherence to customer support policies and procedures.
• Training and Development: Develop and deliver training programs for new and existing team members. Keep the team updated on product changes, new features, and company policies. Promote continuous learning and professional development within the team.
• Quality Assurance: Monitor and evaluate customer interactions to ensure high-quality service. Implement and maintain quality assurance processes. Identify areas for improvement and implement corrective actions.
• Reporting and Analysis: Prepare and present regular reports on team performance, customer feedback, and service metrics. Analyze data to identify trends and areas for improvement. Provide actionable insights and recommendations to senior management. Work closely with other departments (e.g., Sales, Product Development, Marketing) to address customer needs and feedback. Participate in cross-functional projects aimed at improving the customer experience. Serve as a liaison between the customer support team and other departments.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience)
• Minimum of 3-5 years of experience in customer support, with at least 2 years in a leadership role
• Proven track record of managing a high-performing customer support team
• Excellent leadership and team management skills
• Strong problem-solving and decision-making abilities
• Exceptional communication and interpersonal skills
• Proficiency in customer support software and CRM systems
• Ability to analyze data and generate actionable insights
• Strong organizational and time management skills

Employee Benefits

• At least two bonuses per year (Eid Bonus)
• Monthly Punctuality Allowance
• Monthly Inflation Allowance
• Paid Overtime
• Upselling Incentives
• Maternity Leaves
• Department Based Allowance
• Double salary on Gazetted Holidays
• Special Allowance for Emergency
• Advance Salary on Need Basis
• 12 Casual Leaves
• 10 Medical Leaves
• Dedicated Training
• Birthday celebrations
• Gaming Facility
• Growing & Dynamic Team
• Office Gatherings, Celebrations, and Trips
• 5 days a week (work-life balance)

Employment details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industries: IT Services and IT Consulting

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