Supervisor - Customer Support

MAIN OBJECTIVE OF ROLE

To ensure continuous improvements of the customer experience and service standards throughout the customer support functions, reduce complaints, and maximize customer satisfaction by encouraging and enforcing a first-class service culture.

KEY RESPONSIBILITIES

• Drives team performance and delivers on critical performance measures including team productivity, efficiency and quality.
• Focuses on following processes, delivering in a timely manner and delivering high standards of accuracy and efficiency.
• Assists the team in adjusting and responding to change, maintaining teamwork effectiveness during changing situations.
• Recommends improvements to processes and procedures to improve overall performance, results, and customer experience.
• Provides guidance, directions and feedback to team members on handling of difficult customer issues and helps resolve challenging customer issues. <...