Customer Support Service / Department supervisor

Company
iBooben Development
Category
Job Address
Application Deadline
Service & Security
Yerevan, Armenia
23/10/2021
Responsibilities
- Answer questions from staff and provide guidance and feedback - Onboard new employees - Answer questions from staff and provide guidance and feedback - Anticipate escalation and take over calls when needed - Devise ways to optimize procedures and keep staff motivated - Measure performance with key metrics such as call abandonment, calls waiting etc. - Ensure observance to policies for attendance, established procedures etc. - Keep management informed on issues and problems - Prepare monthly/annual results and performance reports - Train, and prepare call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. - Answer agent questions regarding best practices or difficult calls. - Identify operational issues and suggest possible improvements. - Monitor and evaluate agent performance, provide learning or coaching opportunities - Prepare reports and analyze data to assist management
Required Qualifications
- Excellent knowledge of English - University degree - In progress of study is acceptable - Call center, customer service, or supervisory experience may be required - Proficiency with technology, especially computers, software applications, and phone systems - Exceptional verbal and written communication skills - Strong understanding of company products, policies, and services - Ability to coach, train, and motivate employees and evaluate their performance - Excellent problem solving, leadership, and customer service skills - Analytical, efficient, and comprehensive skills - Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Application Procedures
Please apply to this job by sending your resume to: hr@ibooben.com Please mention in your application that you have learned about this position from MyJob.am
Additional Information
Ibooben Development is looking for a competent Customer Support service/department supervisor to lead customer support team (Turkish-English)