Customer Service Supervisor

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• NIMN, ISMMN certification or other related certification.

Experience:

• Minimum of 5 years of experience in customer service, with at least 2 years in a supervisory or leadership role within the automotive industry.

Skills:

• Strong knowledge of customer service principles, practices, and techniques.
• Excellent interpersonal, communication, and problem-solving skills.
• Proficiency in customer service software and Microsoft Office Suite.
• Ability to work effectively under pressure and manage multiple priorities.
• Knowledge of the Nigerian automotive market and customer service practices is an advantage.

Role Description: The Customer Service Supervisor will oversee and manage the customer service operations within our automobile company. This role is essential for ensuring high levels of customer satisfaction through effective handling of inquiries, complaints, and service requests. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a background in customer service within the automotive industry.

Key Responsibilities:

• Customer Service Management:

  • Supervise and coordinate the daily activities of the customer service team to ensure prompt and courteous handling of customer inquiries and issues.
  • Monitor customer service metrics and implement strategies to improve service quality and efficiency.
  • Resolve escalated customer complaints and issues in a timely and professional manner.

• Team Leadership:

  • Lead, mentor, and motivate the customer service team, fostering a positive and supportive work environment.
  • Conduct regular performance evaluations and provide feedback to team members.
  • Identify training needs and coordinate training sessions to enhance team skills and knowledge.

• Process Improvement:

  • Develop and implement customer service policies, procedures, and standards to streamline operations and enhance customer satisfaction.
  • Identify opportunities for process improvements and implement effective solutions.

• Communication and Collaboration:

  • Collaborate with other departments, such as sales and service, to ensure seamless customer service experiences.
  • Communicate customer feedback and insights to relevant departments to drive continuous improvement.

• Quality Assurance:

  • Monitor service interactions to ensure compliance with company policies and procedures.
  • Implement quality assurance measures to maintain high service standards.

• Reporting and Analysis:

  • Prepare and analyze customer service reports to track performance metrics and identify trends.
  • Make data-driven recommendations for improving customer service operations.