OUR MISSION
West Tech Shipping is dedicated to getting your goods to you quickly, while consistently offering world class customer service, by the most efficient team, demonstrating strong dependability and providing competitive pricing.
CUSTOMER CARE SUPERVISOR
The Customer Service Supervisor’s position is critical to ensuring exceptional customer service, staff retention and maximum productivity at the Contact Centre here at West Tech Shipping. The ideal candidate will therefore continually coach, counsel, and train their team of contact centre (similar to a call centre) service staff, with the aim of building strong teams through developing and fostering attributes needed to accomplish desired organisational outcomes such as productivity and exceptional customer service.
JOB DUTIES
- Ensure a high level of customer service is provided to all internal and external customers at all times to deliver satisfaction.
- Effectively managing the needs of all customers by being knowledgeable of all products and services of West Tech Shipping, while also demonstrating empathy and patience.
- Coordinate and manage customer queries and complaints via the company’s Webchat (company’s website), Mobile App and Google Business, in a professional and friendly manner.
- Ensure all messages on the following accounts are responded to and managed in a timely manner for all islands 10 countries West Tech Shipping operates in
a) Webchat
b) Mobile App - Ensure the team of customer care agents proactively follow through with customers within a twenty-four (24) hour period.
- Strategizing and monitoring daily activities of the customer care operation, ensuring that all platforms are fully utilized.
- Formulate targets for individuals and team to ensure that all communication is handled in a timely manner.
- Measure performance with key metrics such as call abandonment, call waiting, email response time, webchat response time, etc.
- Anticipate escalations and render assistance as needed, with a focus on 100% customer resolution.
- Train customer care team with a focus on customer service, technical competencies and company policies.
- Investigate and resolve customer service complaints in a timely manner.
- Oversee and assess customer care employee activities. This includes continuous performance management.
- Manage staff coverage and customer flow to ensure proficient customer service at all times.
- Investigate and resolve escalated customer concerns in a timely manner, ensuring serious matters are escalated to management for immediate attention and resolve.
- Preparation of weekly employee schedules.
- Maintain a safe and healthy work environment by establishing and enforcing organization standards, while adhering to legal regulations.
- Apply a systematic and professional approach to establish “best practice” policies, work processes and procedures, beneficial to the business. and its employees.
- Inspire and encourage the customer care team , while creating an environment of continuous improvement.
KNOWLEDGE, SKILLS AND ABILITIES
Some proven customer support experience as a client service representative (at least 2 years ) at a Supervisory level.
Articulate with an outgoing and friendly personality.
Customer service orientation and capacity to adapt to different types of personalities and scenarios.
Exceptional written and verbal communication and presentation skills.
Ability to multi-task, prioritize, and manage time effectively.
Ability to work in a fast-paced environment.
Strong organizational and problem-solving skills.
Flexible with the ability to work on weekends as needed.
Disciplined and committed worker.
Deadline for Submission of Applications: Friday October 11 , 2024 @ 1 pm (For Immediate Hire)
Opportunity available on-site in the south of St. Lucia only.
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Last updated on Oct 8, 2024