Customer Care Supervisor
4 months ago
**Job Summary**:
To ensure the smooth running of the department through daily supervision of agents and overseeing their performance towards agreed KPIs. Provide support to the Customer Care department by providing training and coaching and conducting regular monthly 1-2-1s for Customer Care Agents to help them to better perform their duties whilst making sure the team meets all objectives as set out by the Associate Director of Donor Care. To oversee the refund process and correspond with donors relating to refund queries. To be the first point of contact for complaints and to manage the complaints telephone line, taking ownership of the complaints process by ensuring that donor complaints are properly investigated and dealt with adequately and within a reasonable time-frame. All in order to safeguard the reputation of Human Appeal and to retain Human Appeal donors to ensure that Human Appeal income generation targets are met.
**Duties**:
- 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 HA’s 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)
- Analyze 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
**Requirements**:
- Excellent communication skills, both verbal and written
- Multilingual proficiency is a plus, especially in Spanish and English
- Strong negotiation skills and ability to handle difficult situations with diplomacy
- Proven experience in supervising a customer service team
- Demonstrated leadership abilities with a focus on team building and motivation
- Proficiency in customer service principles and practices
- Project management skills to handle multiple tasks effectively
This position offers the opportunity to lead a dynamic team, improve customer experiences, and contribute to the growth of the organization. If you possess the required skills and are looking for a challenging yet rewarding role, we encourage you to apply.
Pay: $46,750.00-$63,250.00 per year
**Benefits**:
- On-site parking
Work Location: In person
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