Customer Service Supervisor

3 days ago

Mississauga, Canada Human Appeal Full time

Here at **Human Appeal**, we have an exciting opportunity for a **Customer Service Supervisor** to join our team based in Mississauga, Canada. You will be joining us on a full-time basis. In return, you will receive a competitive salary with company benefits

Human Appeal is a faith-based charity that aims to abolish poverty by providing humanitarian aid, sustainable development programs and championing advocacy for our beneficiaries worldwide.

We are ideally looking to appoint somebody immediately to this role.

**Key duties and responsibilities of the Customer Service Supervisor**
- Provide support to the Service Coordinator with the day-to-day logístical running of the department
- Provide support to the Sales Coordinator by ensuring that income generation targets are met
- Provide comprehensive administration service and customer service in line with SLA
- Provide one-to-one coaching, training, supervision and support to Customer Care Agents for them to better perform their duties
- Act as first point of contact for all complaints and refund queries, liaising with complainants in a sensitive and appreciative manner
- Oversee feedback initiatives to improve customer service
- Manage complaints in accordance with HAs complaints policy, ensuring they are acknowledged within 48 hours and resolved within 14 days, providing timely resolutions to all complaints, and informing the appropriate Department Director of any relevant complaint
- Present a summary of complaints to HA meetings and weekly updates to Directors, Associate Director of Donor Care and CEO (where appropriate)
- Analyse trends and report to Directors to mitigate against future risks
- Act as first point of contact for all complaints and refund queries, liaising with complainants in a sensitive and appreciative manner

**What were looking for in our Customer Service Supervisor**
- Minimum educated to Degree level
- At least 2 years of significant customer service and complaints-handling experience
- Experience of working with senior stakeholders, such as Directors and Trustees
- Proficient in Microsoft Excel with experience of producing spreadsheets and pivot tables to analyze data
- English essential. Knowledge of additional languages such as Arabic/Urdu/Bengali/Gujarati/ Hindi/Punjabi an advantage

This would be an ideal role for an experienced Customer Service Supervisor looking to make a difference in a rewarding role within the non-profit field

**A Little Bit About Human Appeal**

We have a high staff satisfaction rating of 4 out of 5 on Glassdoor Heres why:
**What our CEO Says**:

- We are faith-based but not faith-specific. We have faith in all of humanity and believe we can achieve great things when we work together. So, come and be part of a dynamic global charity where we celebrate our differences, as well as our common humanity_
Dr Mohamed Ashmawey

**What our Staff Say**:

- At Human Appeal, each one of us has the opportunity to influence others. If you are prepared to challenge yourself there are no limits, so come and make it happen_
Simon, Systems and Reporting Manager
- I have been working at Human Appeal for many years I believe in the cause we are working for. I believe in the charity sector and I believe in the reward we get for helping our fellow human beings in desperate need_
Insaf, Finance Lead
- I saw an opportunity to assist in helping people across the world with the excellent work Human Appeal carries out. I enjoy working with so many talented people in a fast-moving environment_
Steve, Procurement Manager

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