Customer Care Supervisor at Pedros Flame Grilled Chicken

DUTIES AND RESPONSIBILITIES:

• Serve as the critical link between customer service staff and customers, ensuring a professional, high-quality service experience
• Monitoring, leading, and training team members
• Investigate and resolve customer issues, evaluate staff performance, and provide coaching and mentoring to foster growth
• Ensure daily customer service operations are executed smoothly and efficiently
• Provide a terrific customer service experience
• Train team members to provide professional and friendly service
• Be an expert in interacting with customers
• Convey and distribute important information and tasks effectively
• Train and motivate employees successfully
• Handle difficult situations through precise communication
• Supervise a team of customer care representatives
• Provide assistance and leadership in any situation
• Demonstrate outstanding problem-solving abilities
• Identify and solve problems quickly and appropriately
• Handle customer and employee issues effectively and quickly
• Keep track of multiple assignments, tasks, meetings, and schedules
• Maintain a perfect organization system to stay focused and perform well
• Monitor and supervise customer service staff and daily activities, operations, rosters and discipline
• Evaluate the staff performance and provide them with regular feedback
• Assist staff with duties if needed – Taking calls, clearing complaints dashboards
• Train new team members on customer service activities and company policies
• Track and monitor refunds
• Deal with customer problems and strive to fix them
• Establish and implement customer service policies and strategies
• Create and organize work schedules and shifts
• Delegate tasks and assignments
• Communicate with customers and ensure outstanding customer satisfaction
• Perform data and statistical analysis
• Write and prepare reports on overall customer satisfaction and complaints
• Collect customer feedback and implement changes where necessary

REQUIREMENTS: 

• Diploma in business administration, customer service, or a related field
• 3+ years of experience in a customer service role, with at least 1 year in a supervisory capacity/ Team Leader role
• Proven track record of handling escalated customer issues effectively
• Previous working experience in customer service – Fast food industry (Advantageous)
• Computer proficiency – Microsoft Office Suite, proficient in Excel
• Outstanding supervisory skills
• Exceptional customer service and communication skills
• Organization and the ability to delegate tasks
• Strong problem-solving skills
• Motivation and coaching abilities