What are the duties of a customer service supervisor:
Selecting and hiring the necessary workers and equipping employees with training. Cooperating and responding with employees and providing directions and recommendations. Dealing with customer needs and receiving calls as needed. Innovating new ways to improve procedures and motivate employees.
Key Responsibilities:
- Food and Beverage Experience Must
- Reaching the Target Sales on a Daily Basis: Ensure that the call center team consistently achieves the daily sales targets by motivating and guiding agents to maximize sales opportunities.
- Team Management: Lead and supervise a team of call center agents, ensuring their adherence to established protocols and maintaining service quality standards.
- Order Management: Oversee the accurate and efficient processing of food orders received over the phone, ensuring that each order is prepared and delivered correctly.
- Customer Assistance: Provide exceptional customer service by addressing inquiries, resolving issues, and maintaining a professional and friendly demeanor during interactions.
- Online Application Platforms: Manage and respond to incoming calls and inquiries received through online application platforms, ensuring timely and efficient service.
- Direct Phone Orders: Handle phone orders directly for pick-up and advance orders, assisting customers with all necessary information and support.
- Quality Assurance: Monitor and assess call center agents’ performance, provide constructive feedback, and implement coaching to enhance the team’s performance.
- Data Management: Maintain accurate records of customer information, orders, and inquiries in the call center database or CRM system.
- Shift Planning: Optimize shift scheduling and coverage to accommodate high call volumes during peak periods.
- Reporting: Generate regular reports on call center performance, including key metrics such as call volume, response times, and customer satisfaction.
- Training: Assist in training new call center agents and provide ongoing training and development to enhance their skills.
Qualifications:
- Prior experience in a call center environment, with preference given to those in the food service industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and proficiency in managing difficult customer interactions.
- Familiarity with call center software and CRM systems.
- Effective leadership and supervisory skills.
- Attention to detail and accuracy in order processing.
- Ability to work in a fast-paced environment, especially during high call volumes.
- Flexibility to work varying shifts, including evenings and weekends when required.
- Languages: English, Arabic (Plus)
- NOC Must & Valid QID
Job Types: Full-time, Permanent
Ability to Commute:
- Doha (Required)
Ability to Relocate:
- Doha: Relocate before starting work (Required)
