Customer Service Supervisor

Key Accountabilities/Responsibilities

The responsibilities include the following:

External Customers

• Answer email, phone, live chat and other customer queries regarding online orders, loyalty questions, and customer account / general / miscellaneous customer queries or feedback.
• All to be completed within the agreed SLA's
• Employ strategies to handle customer objections in an effective, constructive and professional manner
• Put the customer at the heart of what they do in order to deliver an excellent customer experience
• Investigate and track online customer orders
• Manage refunds, customer orders, loyalty accounts, and other customer issues where necessary
• Contribute to the company's understanding of customer objections
• Providing feedback regarding the effectiveness of operating systems and procedures to the Contact Centre Manger
• Centre Manager
• Make recommen...