Customer Experience Supervisor - SOURC02403

We are looking for a proactive and customer-focused Customer Experience Supervisor to join our team. In this role, you will oversee customer experience operations, support and guide the CX team, and ensure the delivery of exceptional customer service across all touchpoints.

The ideal candidate is a strong communicator, problem-solver, and team player with a passion for enhancing customer satisfaction, improving service quality, and ensuring a seamless customer journey.

Responsibilities:

• Supervise and monitor the daily operations of the Customer Experience team to ensure high-quality service delivery.
• Ensure customer inquiries, complaints, and requests are handled professionally, efficiently, and within the required response time.
• Monitor team performance and key performance indicators (KPIs), including response time, resolution time, and customer satisfaction.
• Identify customer pain points and recommend improvements to enhance the overall customer journey.
• Support, guide, and motivate CX team members to achieve performance targets and maintain service standards.
• Handle escalated customer complaints and ensure timely and effective resolutions.
• Collaborate with internal departments to address customer concerns and improve service processes.
• Analyze customer feedback and performance reports to identify trends and opportunities for improvement.
• Ensure a consistent and positive customer experience across all communication channels.
• Prepare regular performance reports and provide recommendations to improve team productivity and customer satisfaction.

Skills and Qualifications:

• Minimum 1 year of experience in Customer Service, Customer Experience, or a related field.
• Previous supervisory experience is preferred.
• Good understanding of customer experience principles and service quality standards.
• Experience using customer service platforms and CRM systems.
• Strong communication, leadership, and problem-solving skills.
• Ability to handle escalated complaints and challenging situations professionally and empathetically.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Customer-focused mindset with a commitment to continuous improvement.