Customer Service Supervisor
Job Summary
A Customer Service Supervisor is responsible for overseeing support operations, handling complex customer inquiries, and resolving complaints to ensure high satisfaction. The role involves managing customer records, processing policies, maintaining client relations, and supporting the team. The ideal candidate will have extensive experience and strong communication and organizational skills.
Responsibilities
- Address customer questions and concerns via phone and email.
- Handle and resolve customer complaints and policy issues.
- Maintain accurate customer records and database updates.
- Process policy changes, renewals, and cancellations.
- Escalate complex issues to appropriate departments.
Required Skills
- Bachelors’ degree in Business Administration, Communications, or related field
- Minimum of 5 years of related work experience
- Empathy, active listening, patience, and professional demeanor
- Clear written and verbal communication skills
- Strong organizational and time management skills
Job Details
Job Description
Customer Service Officer
A Customer Service Officer role involves handling inquiries, resolving complaints, and ensuring that customers have a positive experience with the company's services. Positioned within the Customer Service team, a Customer Service Officer’s primary objective is to maintain high levels of customer satisfaction, which is essential for the retention and growth of a business's client base.
Job Responsibilities and Tasks:
1. Customer Support
· Address customer questions and concerns through various channels, including phone calls, and emails.
· Handle and resolve customer complaints, ensuring the customer understand the policies.
2. Maintain Customer Records
· Keep accurate records of customer interactions and transactions, noting any inquiries, complaints, and actions taken.
· Update customer service databases regularly to keep track of any changes in their name or contact details, which can affect ability to reach them in the future.
3. Policy Management
· Process policy changes, renewals, and cancellations, and ensuring accurate documentation.
4. Client Relations
· Maintain positive relationships with clients by providing prompt, helpful, and professional service.
5. Escalation
· Escalate complex issues to appropriate departments or supervisors.
6. Others
· Perform other assignments to be given by the Head of Office
Skills and Qualifications:
· Bachelors’ degree in Business Administration, Communications, or a related field
· Minimum of five (5) years of related work experience.
· Has the basic Customer Service Skills: Empathy, active listening, patience, and a professional demeanor.
· Clear and concise written and verbal communication essential for interacting with clients and other parties.
· Has the ability to identify and resolve customer issues effectively.
· Strong organizational and time management skills.
· Has the ability to manage multiple tasks, prioritize workload and meet deadlines.
Company Benefits:
- Competitive Compensation
· Hospitalization benefits
· Medicine Allowance
· Personal Accident Insurance
· Life Insurance coverage
· Retirement Plan
· Service Incentive Award