Are you passionate about delivering exceptional service quality in every interaction? Do you thrive on challenging the status quo and proposing innovative solutions? Are you skilled at cultivating and maintaining strong relationships with both internal and external clients?
If so, we want to hear from you! We are seeking a dynamic and driven Customer Service Supervisor to join our Customer Experience Team. In this role, you will be at the forefront of ensuring top-notch service delivery, working closely with clients and stakeholders to enhance their experience and satisfaction.
As the Customer Service Supervisor, reporting directly to the Customer Experience Manager, you will play a critical role in ensuring that our inspection, audit, and lab testing programs not only meet but consistently exceed our clients' expectations. You will be responsible for upholding the highest standards of service quality, ensuring that every interaction reflects our commitment to excellence.
Your main responsibilities will be (but not limited) to:
Establish and monitor Key Performance Indicators (KPIs) to ensure quarterly and yearly targets are met, consistently delivering reliable quality control results on time and achieving customer service objectives.
Apply strong data analytic skills to monitor and evaluate service quality metrics, analyze performance trends, and make data-driven decisions to improve the delivery of high-quality service for both internal and external clients.
Guarantee the timely and successful delivery of our solutions in alignment with internal and external customer needs and objectives.
Develop and implement solutions to enhance the value we deliver to both internal and external clients, while improving our overall quality of service.
Collaborate with cross-functional teams (Operations, Sales, Finance, IT) to nurture long-term relationships with assigned clients, ensuring their needs are accurately identified and fully met, leading to their complete satisfaction with our services.
Collaborate closely with the Finance team to ensure timely invoicing and effective payment collection, while consistently meeting DSO (Days Sales Outstanding) targets.
Provide regular updates to the Customer Experience Manager on team member challenges and collaborate on solutions.
Engage in process improvement projects that drive company growth and create action plans that emphasize fostering internal team collaboration and supporting employee career development.
Day-to-day communication with internal and external client’s key contacts and follow-up of activities.
Actively participate in team meetings and work collaboratively to resolve open issues.
