Customer Support Supervisor

Job Summary

The Customer Service Supervisor at Tiqmo leads the customer service team, ensuring high-quality support and satisfaction across all customer interactions. The candidate is responsible for training, mentoring, and performance monitoring, this role is crucial in maintaining service excellence and fostering customer loyalty.

Duties and Responsibilities

• Lead and manage the customer service team, overseeing daily operations and ensuring high standards of customer interactions.
• Train, mentor, and support team members to develop their skills and ensure they provide excellent customer service.
• Monitor team performance, providing feedback and implementing strategies to improve quality and efficiency.
• Monitor SLA performance and develop reporting on adherence to targets.
• Handle escalated customer issues, ensuring quick and effective resolution that enhances customer satisfaction.
• Assess customer feedback, identify trends in customer issues, and work to improve processes and service delivery.
• Ensure team adherence to company policies and procedures while handling customer inquiries and complaints.
• Collaborate with other departments to streamline customer service practices and enhance overall customer experience.
• Prepare and review reports on team performance and customer service metrics, using data to guide improvements.
• Motivate team members and create strategies to boost morale and job satisfaction, leading to better team performance.
• Ensure resource availability and proper staffing to handle customer service workload efficiently.

Professional Experience and Skills Requirement

• 5+ Years in customer support with supervisory/ managerial experience preferred
• Familiarity with our industry is a plus.
• Experience using help desk software and remote support tools.
• Understanding of how the CRM systems work.
• Fluency in English and Arabic
• Proven ability to multitask.
• Patience when handling tough cases and difficult situations.
• Capacity for sensitivity and understanding.
• Ability to be thorough while paying close attention to detail in support of conflict resolution.
• A desire to collaborate with support teams to improve customer experience.
• Good interpersonal skills
• Above-average analytical and problem-solving skills

Educational Qualification

• Diploma or Degree in Education or in Business.
• Any relevant customer service training certification will be advantageous.