Call Centre Supervisor

2 weeks ago


Mumbai, India Smart Merchant Service Ltd. Full time

DUTIES & RESPONSIBILITIES:

- Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
- Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.
- Acts as an escalation point for resolving the most difficult customer issues.
- Evaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement.
- Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
- Coordinates customer service activities with other internal functions.
- Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.
- May serve as a backup to more senior customer service management in their absence.
- Other related duties assigned as needed.

SKILLS & ABILITIES:

- Considerable knowledge of the company’s products, services and business operations to enable resolution of customer inquiries
- Excellent customer service skills that build high levels of customer satisfaction
- Excellent verbal and written communication skills
- Must be detail-oriented and customer-driven,
- Demonstrates effective people skills and sensitivities when dealing with others

**Salary**: ₹40,000.00 - ₹45,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Health insurance
- Leave encashment
- Life insurance

Schedule:

- Night shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 3 years (preferred)
- Supervising: 3 years (preferred)

**Language**:

- English (required)

**Speak with the employer**
+91 9722552086



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