Customer Service Supervisor
Job Description
<p><strong><u>Customer Service Supervisor </u></strong></p><p><br></p><p><strong><u>Location:</u></strong><u> </u>Jounieh/Harissa- Lebanon</p><p><br></p><p>Fact Universal S.A.L. is a Lebanese company that service and run back offices for ” Capelli Sport ” in the United States – 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.</p><p>The goal is to enable the company’s leaders to make sound business decisions and meet the company’s objectives.</p><p>** English language must be extremely proficient (Verbal, Reading, and Writing)</p><p><strong><u>Responsibilities</u></strong></p><p>1- Train new employees in the company’s customer service policies, procedures, and best practices.</p><p>2- Organizes and oversees the schedules and work of assigned staff.</p><p>3- Conducts performance evaluations that are timely and constructive.</p><p>4- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.</p><p>5- Monitors or reviews calls or other correspondence between representatives and customers.</p><p>6- Ensures that representatives are informed about changes to company products and services.</p><p>7- Collects data and prepares reports on customer complaints and inquiries.</p><p>8- Prepares monthly reports summarizing the assigned customer service teams performance.</p><p>9- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.</p><p>10- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.</p><p>11- Assists with budget preparation for the Customer Service department.</p><p>12- Maintain FAQ and answers templates.</p><p>13- Liaise between multiple departments (Sales, Fulfillment, accounting etc…)</p><p>14- Performs other related duties as assigned.</p><p><br></p><p>**** Willing to work Saturdays during peak season and willing to change shifts when needed.</p><p> </p><p><strong><u>Requirements</u></strong></p><p>15- At least 5 years of customer service experience is required.</p><p>16- Excellent management and supervisory skills.</p><p>17- Excellent verbal and written communication skills.</p><p>18- Extensive knowledge of customer service procedures and principles.</p><p>19- Organized with attention to detail.</p><p>20- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.</p><p>21- Ability to coach and mentor customer service representatives.</p><p>22- Proficient in Microsoft Office Suite or related software.</p><p>23- Extensive Knowledge of Zendesk or similar ticketing applications.</p><p><br></p><p>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.</p><p><br></p><p>Please send resume, along with cover letter, professional references, & desired salary requirements to: T<span>alent@capellisport.com</span></p>
