Customer Support Supervisor (Chat/Phone)

NeoWork

Philippines
Permanent
Full-time

1 month ago
Apply easily

NeoWork is currently seeking an experienced and motivated Customer Support Supervisor (Chat/Phone) to join our team. As a Customer Support Supervisor, you will be responsible for overseeing our customer support operations, managing a team of support representatives, and ensuring the delivery of exceptional customer service.At NeoWork, we pride ourselves on providing top-notch support and assistance to our clients. As a Customer Support Supervisor, you will play a vital role in maintaining high customer satisfaction levels and driving continuous improvement in our support processes.We are looking for an individual with strong leadership and communication skills, a proven track record in customer support, and experience in managing a team. The ideal candidate is a proactive problem-solver, with the ability to inspire and motivate team members to deliver excellent customer experiences.Responsibilities

Manage and oversee the day-to-day operations of the customer support team
Supervise, train, and mentor support representatives to ensure high quality and consistent customer service
Set performance goals and conduct regular performance evaluations
Handle escalated customer inquiries and provide effective resolutions
Collaborate with other departments to address customer needs and improve processes
Analyze customer support data and identify trends and areas for improvement
Implement and maintain customer support software and tools
Stay updated on industry trends and best practices in customer support

Requirements

5+ years of experience in customer support, with at least 2 year in a supervisory role
Proven track record in delivering exceptional customer service
Excellent leadership and team management skills
Strong communication and interpersonal skills
Ability to analyze data and make data-driven decisions
Experience with customer support software and tools
Strong problem-solving and decision-making abilities
Ability to work well under pressure and meet tight deadlines
Owned computer or laptop and stable internet connectivity.
Knowledgeable in Office 360, Google Apps, and client-facing communication.

Benefits

We provide comprehensive training for all candidates, regardless of their background or previous experience as a VA.
The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
This is a 100% home-based position
We prioritize the mental health of our team members and offer mental health days to support their well-being.
In addition to the base salary, performance-based incentives are provided.
There is an annual review and appraisal process in place.
There are ample opportunities for professional growth and advancement within the company.

NeoWork