Job Overview:

We are seeking a Customer Service Supervisor who will be responsible to oversee and support our service operations in our reward system department. The role involves managing escalations, monitoring team performance, and ensuring exceptional customer satisfaction while driving operational efficiency. The ideal candidate will have a strong background in customer service supervision, data-driven decision-making, and team leadership.

Key Responsibilities:

1. Escalation Management

1.1 Handle complex customer complaints and issues that frontline agents are unable to resolve, ensuring quick and effective service recovery.

2. Team Leadership & Support

2.1 Lead, coach, and motivate the customer service team to deliver outstanding service while maintaining a positive work environment.

3. Workload Allocation

3.1 Assign daily tasks, monitor productivity, and ensure efficient handling of customer queries.

4. Performance Monitoring

4.1 Track and evaluate individual and team KPIs, including response time, resolution time, first-contact resolution, and customer satisfaction (CSAT).

5. Data Analysis & Reporting

5.1 Generate and analyze daily, weekly, and monthly reports to identify trends, recurring issues, and improvement opportunities.

6. Process Improvement

6.1 Propose and implement strategies to enhance service efficiency, reduce escalations, and streamline workflows.

7. Cross-Department Collaboration

7.1 Work with product, operations, and technical teams to address recurring customer issues and improve overall service delivery.

8. Compliance & Standards

8.1 Ensure all team members adhere to company policies, quality standards, and service protocols.

9. Training & Development

9.1 Provide on-the-job training, mentoring, and continuous development programs for new hires and existing staff.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Management, or related field (preferred).
• Proven experience (3–5 years) in customer service supervision or team leadership, preferably within e-commerce, digital platforms, or technology-driven companies.
• Strong problem-solving and conflict-resolution skills with the ability to manage high-pressure situations.
• Excellent communication, interpersonal, and leadership skills.
• Proficiency in using CRM systems, ticketing platforms, and reporting tools (e.g., Zendesk, Freshdesk, Salesforce, or equivalent).
• Analytical mindset with experience in KPI tracking and data-driven decision-making.
• Strong organizational and time-management skills.
• Ability to work collaboratively across departments and adapt in a fast-paced environment.