Customer Service Supervisor Salary in Waterloo, Ontario

Customer Service Supervisor job description

Job Title: Customer Service Supervisor

Overview/Summary of the Role:

The Customer Service Supervisor is responsible for leading and supervising a team of customer service representatives to ensure customer satisfaction and retention. This role involves overseeing all interactions between customers and the organization, ensuring that issues are resolved promptly and effectively while adhering to company policies and procedures. The Customer Service Supervisor sets the tone for the team, conducting regular performance evaluations, providing training, and coaching team members to meet and exceed performance standards.

Responsibilities and Duties:

- Serve as an escalation point for customer complaints and resolve issues within the agreed timelines and to the satisfaction of the customer

- Monitor and assess team members' performance and provide regular feedback to improve performance

- Establish policies and procedures to ensure consistency in service quality across all customer touchpoints

- Analyze customer feedback and recommend process improvements to management

Customer Service Supervisor interview questions

Interviewer: Good morning, thank you for coming today. Can you please start by telling me a bit about yourself and your previous experience in customer service?

Candidate: Absolutely. My name is Jane and I have been working in customer service for the past 5 years. I started off as a customer service representative and gradually worked my way up to becoming a supervisor. I have experience handling customer inquiries, complaints and providing support to my team.

Interviewer: That's great to hear. What do you think are the most important skills required for a customer service supervisor?

Candidate: Communication skills is definitely the most important skill as you need to be able to communicate effectively with both customers and employees of different levels. Being organized and detail-oriented is important to keep track of team progress as well as ensuring high levels of customer satisfaction. Lastly, leadership and problem-solving skills are critical to drive the team towards success.

Interviewer: Can you tell me about a time where you had to handle a difficult customer situation?

Candidate: Sure. I once had a customer who was extremely upset that his order had been delayed. I first apologized for the inconvenience and reassured him that I would do everything in my power to resolve the issue. I then provided him with a realistic timeline for when he should expect his order and offered him a discount on his next purchase.