Customer Service Supervisor

Job Description

Customer Service Supervisor

Location: Jounieh/Harissa- Lebanon

Fact Universal S.A.L. is a Lebanese company that service and run back offices for clients in the United

We are looking for a reliable Customer service supervisor that will analyze every day financial activities and subsequently provide advice and guidance to upper management on future financial plans.

The goal is to enable the company’s leaders to make sound business decisions and meet the company’s objectives.

** English language must be extremely proficient (Verbal, Reading, and Writing)

Responsibilities

1-     Train new employees in the company’s customer service policies, procedures, and best practices.

2-     Organizes and oversees the schedules and work of assigned staff.

3-     Conducts performance evaluations that are timely and constructive.

4-     Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.

5-     Monitors or reviews calls or other correspondence between representatives and customers.

6-     Ensures that representatives are informed about changes to company products and services.

7-     Collects data and prepares reports on customer complaints and inquiries.

8-     Prepares monthly reports summarizing the assigned customer service teams performance.

9-     Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

10- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.

11- Assists with budget preparation for the Customer Service department.

12- Maintain FAQ and answers templates.

13- Liaise between multiple departments (Sales, Fulfillment, accounting etc…)

14- Performs other related duties as assigned.

Requirements

15-  At least 5 years of customer service experience is required.

16- Excellent management and supervisory skills.

17- Excellent verbal and written communication skills.

18- Extensive knowledge of customer service procedures and principles.

19- Organized with attention to detail.

20- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

21- Ability to coach and mentor customer service representatives.

22-  Proficient in Microsoft Office Suite or related software.

23- Extensive Knowledge of Zendesk or similar ticketing applications.

Candidate should be willing to work based on American Standard Eastern Time zone. This is not a remote position. Salary is paid in Fresh US Dollars.

Please send resume, along with cover letter, professional references, & desired salary requirements to: staff.hiring@factuniversallb.com