Supervisor Customer Care (Night Shift)

Job Summary

Fresher Job is seeking a dedicated and proactive Supervisor for our Customer Care team to oversee night shift operations. In this pivotal role, you will be responsible for ensuring exceptional customer service delivery, managing a team of customer care representatives, and fostering a positive work environment. Your leadership will help us maintain high standards of service while efficiently addressing customer inquiries and concerns. This position is ideal for individuals with a passion for customer service and the ability to thrive in a fast-paced, dynamic environment.

Key Responsibilities

• Supervise and lead a team of customer care representatives during the night shift, ensuring high levels of performance and engagement.
• Monitor call and chat metrics to assess team performance and implement strategies for improvement.
• Provide training and ongoing support to team members, fostering their professional growth and development.
• Handle escalated customer complaints and complex inquiries, ensuring resolution in a timely and effective manner.
• Develop and maintain operational procedures and guidelines to enhance customer service quality.
• Collaborate with other departments to ensure alignment in customer service initiatives and policies.
• Prepare and present regular reports on team performance, customer feedback, and operational challenges to management.
• Promote a positive team culture and environment through effective communication, recognition, and team-building activities.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Communications, or a related field.
• Proven experience in a customer service supervisory role, preferably within a call center environment.
• Strong leadership and team management skills, with the ability to motivate and inspire a diverse group of employees.
• Excellent verbal and written communication skills.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.
• Strong analytical skills and the ability to interpret data to drive performance improvements.

Experience

• Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory role.
• Experience working in a night shift capacity is highly desirable.
• Familiarity with customer service best practices and industry trends.

Working Hours

• This is a night shift position, with working hours typically from 10 PM to 6 AM. Flexibility may be required to accommodate business needs.

Knowledge, Skills, and Abilities

• Strong problem-solving skills and the ability to think critically under pressure.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Empathy and patience when dealing with customer inquiries and complaints.
• Ability to build rapport with team members and customers alike.

Benefits

• Competitive salary with performance-based incentives.
• Comprehensive health and wellness benefits, including medical, dental, and vision insurance.
• Opportunities for professional development and career advancement.
• Paid time off and holiday pay.
• Employee recognition programs and team-building events.

Why Join Fresher Job?

At Fresher Job, we believe that our employees are our greatest asset. We are committed to creating an inclusive and supportive workplace where every team member can thrive. Join us to be part of a dynamic company that values innovation, collaboration, and exceptional service. Together, we can make a difference in the lives of our customers and each other.

How to Apply

If you are passionate about customer service and possess the leadership skills to drive a high-performing team, we want to hear from you! Please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for the Supervisor Customer Care (Night Shift) position at Fresher Job. Applications can be sent to us or submitted through our website.