Customer Service Supervisor

About the Role

This position seeks a proactive Customer Service Supervisor tasked with overseeing the customer support division, maintaining superior service quality, and driving the team's performance in alignment with defined service standards and key performance indicators (KPIs). The supervisor will administer the customer service staff, supervise service level adherence, ensure prompt issue resolution, and manage customer escalations with professionalism.

Key Responsibilities

• Lead and manage the Customer Service team including organizing shift schedules and enforcement of service level agreements (SLAs).
• Assess and monitor recorded calls and support tickets to verify quality, precision, and adherence to organizational standards.
• Handle serious customer complaints including those related to regulation, safety, fraud, or financial matters, escalating them to the Compliance Officer when necessary.
• Track SLA dashboards and customer satisfaction statistics alongside other critical service performance indicators.
• Ensure the protection and confidential handling of customer data and call recordings in compliance with the Personal Data Protection Law (PDPL).
• Collaborate with Operations and technical departments to achieve timely resolution of customer challenges.
• Provide coaching and training to Call Center Officers on customer service protocols, including policies on credit promises and restrictions on handling funds.
• Identify defects in service delivery and suggest enhancements to improve customer experience and operational productivity.
• Compile and communicate performance reports, escalating repeated service issues to senior management.

Qualifications & Skills

• A bachelor’s degree in Business Administration, Customer Service, Communication, or related fields preferred, though equivalent practical experience will be considered.
• Proven track record in customer service management, team leadership, or call center operations.
• Strong competencies in team management, shift organization, service level, and KPI monitoring.
• Skilled in quality assurance, customer escalation handling, problem-solving, conflict resolution, and decision-making.
• Excellent communication abilities, both verbal and written.
• Capable of performing effectively under pressure while managing multiple priorities.
• Good understanding of customer service quality standards and operational procedures.
• Certifications related to customer service or leadership are a plus but not required.
• Knowledge of the Personal Data Protection Law, compliance, fraud prevention, or financial service procedures is preferable.