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Customer Service Supervisor

Global Guardians are currently seeking a Customer Service Supervisor. Please apply by using the form below.


Main responsibilities include enhancing customer services by organizing and evaluating service and delivery systems and procedures; supervising staff. Ensure staff are fully informed and directed on the short- and long-term targets in order to perform excellent customer care.

Duties and Responsibilities:

  • Guide and direct customer service team towards achieving operational goals.
  • Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.
  • Ensure that customer complaints are resolved in a professional manner.
  • Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.
  • Train customer service staff to deliver high class customer service.
  • Determine work procedures, work schedules, and workflow for customer service staff.
  • Perform annual reviews, appraisals and performance management reviews for the customer service staff.
  • Ensure that the customer calls are handled and answered in a timely and accurate fashion.
  • Develop standard procedures and policies for improving the service provided to customers.
  • Conduct meeting with Managers to discuss about process improvements and issues.
  • Educate customers about Global Guardian's services.
  • Prepare documentation and reports on routine customer correspondence for future reference purpose.
  • Maintain accurate records of all correspondence.
  • Develop feedback or complaint procedures for customers.
  • Own objectives setting, coaching and performance monitoring of Customer Service team.
  • Supervising a busy Customer Services team.
  • Provide feedback to enhance performance and service delivery.

Skills and Qualifications:

  • Minimum of 2 years' relevant supervisory experience within a Customer Services environment
  • Have excellent time, planning and project management skills
  • Be able to flawlessly present and communicate in both written and verbal forms
  • Ability to encourage and motivate people with responsible attitude
  • Excellent organisational and multi-tasking skills
  • Clear precise and professional telephone manner
  • Excellent customer service orientation
  • Strong computer skills
  • Emphasizing Excellence
  • Be able to handle demands, targets, guidelines, and high stress situations
  • Be consistent, dependable and efficient
  • Have advanced leadership and organizational skill
  • GCSE's A-C

Additional Comments

  • Busy environment so will need to be able to focus & prioritise in order to meet deadlines.
  • The successful candidate for this role be required to have proven experience of managing a customer service team, working in a busy environment and demonstrate strong leadership skills.
  • High standard of computer literacy, including experience of setting up reports to show performance and progress against department KPIs.

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