Customer Support Supervisor

Location: Bangalore

Shift      : 24/7

Job Description:
The CS Supervisor will lead a team of CSR’s in providing exemplary customer Service on a global, 27*7 scale. The CS Supervisor will ensure that all business tasks are responded in a timely, consistent, friendly, professional manner that results in rapid, accurate fulfillment of the needs of the customer as well as business.
Responsibilities:

·         Ensure rapid response and follow-up to phone and electronic mail requests from customers seeking technical support services

·         Ensure that all Customer Service Specialists interactions with the customer result in a positive experience for the customer and the Customer Service Specialist

·         Ensure that all Customer Service Specialists deliver a consistent experience for the customer

·         Ensure that all Customer Service Specialists interactions with the customers are effective in moving each issue to resolution

·         Motivate, develop and empower each Customer Service Specialist resulting in good employee satisfaction

·         Set SMART Goals for the Customer Service Team and each Customer Service Specialist in alignment with the Global Support Services operational objectives

·         Participate as an effective member of the management team in meetings and initiatives

·         Ensure through repeatable workflow that the Customer Service Specialists achieve complete and accurate customer account data in the CRM systems

·         Be highly available to management and the Customer Service Team

·         Set appropriate customer expectations regarding incoming support issues

·         Enter accurate detailed information into the call tracking system (Siebel) Other duties and projects, as required by management

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill & or abilities required.
Experience:

·         At least 3 years in a Customer Service leadership role, preferably in software industry

·         Proven success in developing and implementing process

·         Experience in working with Internet applications, MS Office tools, Call Center tracking systems (CRM), Avaya, and Erlang etc…

·         Exceptional time management skills

·         Excellent verbal and written communication skills

·         Any technical or IT experience a plus

·         Ability to take initiative and to set priorities independently

·         Strong organizational skills and attention to detail