Customer Support Executive

We are seeking an experienced customer support executive - Supervisor to oversee the daily operations of our customer support executive handling team. The successful candidate will be responsible for ensuring efficient, safe, and timely handling of cargo, as well as maintaining high levels of customer satisfaction.Key Responsibilities 1. Team Supervision & Leadership Supervise day-to-day operations of the customer support team. Assign workloads, monitor call/email/chat queues, and ensure balanced shift coverage. Act as the first point of escalation for unresolved or complex customer queries. Ensure the team follows standard operating procedures (SOPs) and company policies. 2. Performance Management Monitor individual and team performance against defined KPIs such as average handling time (AHT), first call resolution (FCR), CSAT scores, and service level agreements (SLAs). Conduct regular one-on-one reviews, team huddles, and performance evaluations. Provide constructive feedback, identify skill gaps, and create training plans for underperformers. Recognize and reward high performers through incentives or recognition programs. 3. Customer Interaction & Escalation Handling Handle high-priority or escalated customer cases to ensure swift and satisfactory resolution. Maintain a customer-first approach in all interactions, ensuring professional and courteous communication. Engage with dissatisfied customers to understand concerns and regain trust. 4. Training & Onboarding Assist in onboarding and training of new customer support executives. Conduct refresher sessions on product knowledge, soft skills, CRM tools, and process updates. Mentor junior staff to build confidence and product expertise. 5. Process Improvement Identify repetitive issues or process bottlenecks and suggest improvements to optimize workflow. Work with the quality assurance team to conduct call audits and identify areas of improvement. Recommend updates to knowledge base, FAQs, or scripts to improve customer experience. 6. Reporting & Documentation Generate and analyze daily/weekly/monthly reports on support operations. Track metrics such as ticket volume, resolution times, satisfaction ratings, and escalation trends. Maintain accurate team attendance, shift schedules, and compliance records. 7. Cross-functional Collaboration Liaise with sales, technical support, logistics, product, or IT teams to resolve customer issues effectively. Provide feedback to other departments based on customer insights and complaints. Collaborate with management to align support goals with overall business objectives.More information about this Customer Support Executive - Supervisor JobPlease go through the below FAQs to get all answers related to the given Customer Support Executive - Supervisor jobWhat are the job requirements to apply for this Customer Support Executive - Supervisor job position? Ans: A candidate must have a minimum of fresher as an Customer Support Executive - Supervisor What is the qualification for this job? Ans: The candidate can be a Graduate from any of the following: Diploma, BA, 12th Pass (HSE) What is the hiring Process of this job? Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.This Customer Support Executive - Supervisor is a work from home job? Ans: No ,its not a Work from Home Job. How many job vacancies are opening for the Customer Support Executive - Supervisor position? Ans: There are immediate 1 job openings for Customer Support Executive - Supervisor in our Organisation.

Diploma, BA, 12th Pass (HSE)

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