Job: Customer Service Supervisor at InfoPay Company

Location: Yerevan, Armenia

Category:

Type: Full Time

Deadline: 15-Aug-19 12:00:00 AM

Salary:

Description
InfoPay is looking for a Customer Service Supervisor. The incumbent will be responsible for overseeing customer service agents and other staff. Customer Service Supervisor trains, coaches and mentors employees in the Armenian office on how to deliver the best customer service possible, while also assisting upper management in Massachusetts to get a full picture on how the team is doing.

Responsibilities
- Evaluate team performance and schedule job trainings to team members;
- Guide and direct customer service team towards achieving operational goals;
- Ensure that customer service team has excellent communication, problem solving and professional email etiquette skills for achieving customer satisfaction;
- Ensure that customer complaints are solved in a professional manner;
- Provide supervision and technical assistance to customer service team to attain departmental and organizational goals;
- Assist in hiring and training customer service staff to deliver high-class customer service;
- Help upper management determine work procedures, work schedules, and workflow for customer service staff;
- Assist with annual reviews, appraisals and performance management reviews for the customer service staff;
- Ensure that customer emails are handled and answered in a timely and accurate fashion;
- Help upper management develop standard procedures and policies for improving the service provided to customers;
- Conduct meetings with managers to discuss process improvements and issues;
- Maintain in-depth working knowledge of the Company's brands, systems and processes;
- Coordinate and deliver customer communication emails to achieve companies' goals;
- Ensure that email messages clearly convey brand clarity and consistency;
- Ensure emails meet high and quality deliverability standards;
- Help develop strategies to improve email channels in all areas;
- Help develop and embrace innovative email marketing techniques to increase sales;
- Handle major incidents that cannot be solved by agents.

RequiredQualifications
- At least 2 years of customer service experience;
- Good organization and communication skills.

Benefits

Job URL: iJob.am - Customer Service Supervisor @ InfoPay