Customer Service Supervisor

Smile Specialty Dental Center is a privet dental medical center which is provides variety of dental clinical services treatment by applying the latest technology, Invisalign is one to straightening your smile with more predictable result, Hollywood smile as well. Smile specialty dental center is based in Addis Ababa Bole Rowland near the bridge. We are looking for a potential experienced customer service Supervisor full time employee.

Main Responsibilities

OurCustomer Servicedepartment is looking for a highly motivated, experienced and an exemplary customer service supervisor to coach our service staff to deliver exceptional customer service. The customer service supervisor will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will be primarily responsible for handling day-to-day customer service operations. Besides, you will be assisting in hiring and training new team members.

You should be able to resolve customer queries and complaints professionally. In addition to this, you will be preparing and assigning monthly targets to the team. Your strong analytical skills will be helpful in reviewing customer service strategies and in suggesting improvement measures.

As a Customer Service Supervisor, you should be able to handle stressful situations. Moreover, you should display a professional behavior when dealing with customers, both online and in-person. You should be familiar with the industry practices and keep abreast with the latest developments in the customer service sector.

Main Duties:-

A customer service supervisor oversees, leads, and trains a companys service staff. Customer service supervisor investigate and solve service complaints.

Responsibilities

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
• Strategizing and monitoring the daily activities of customer service operations.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Managing receptionist or front desk coverage and customer flow to ensure proficient customer service.
• Investigating and solving customer service complaints.
• Assisting with the development and implementation of service policies, and explaining these to staff and customers.
• Addressing customer queries and complaints in a timely and professional manner
• Coordinating the day-to-day activities of the department
• Ensuring that the team members adhere to the customer service guidelines and company policies.
• Communicating with customers via phone calls and emails.
• Planning and implementing effective customer service strategies.
• Maintaining a record of all customer data.
• Directing any urgent or sensitive issues to theGeneral Manager
• Gathering feedback from customers on the services rendered
• Processing, monitoring and authenticating returns, customer refunds and exchanges
• Preparing monthly and annual team targets
• Keeping up-to-date with the companys new services and other offerings
• Analyzing customer service reports and suggesting improvements
• Preparing and assigning daily work schedules to the team members.
• Supervising and monitor all the receptionist in the front desk.
• Prepare and evaluate the performance of the team under your supervision according to the company policy.
• Follow up and coaching the reception team regarding the service tools or system.
• Create new customer service policy or update the existing policy.
• Develop or improve the existing service to insure the consistency of quality services in the company.
• Performing additional duties where needed.

Qualification:

• Bachelors degree in Business Administration, Business Management, Marketing Management or a related field

Essential Key Selection Criteria

• 3+ years of experience in the Customer Service department as Customer Service Supervisor, Customer Service Head, or a similar role
• Excellent written and oral communication skills
• Knowledge of customer service practices and guidelines
• Having leadership or supervisor ability and experiences.
• Managing work tools or familiar with software systems.
• Good computer skills
• Displaying a professional behavior
• Having strong etiquettes when communicating with clients as well as the team
• Good time management and organizational skills.
• Ability to handle stressful situations.
• A team player and having the ability to work collaboratively.
• Ability to offer excellent customer service.