Customer Service Supervisor – Remote

LAWAZEM is currently looking for a highly experienced and motivated individual to join our team as a Customer Service Supervisor. As a Customer Service Supervisor, you will be responsible for overseeing and managing our remote customer service team, ensuring exceptional service delivery and customer satisfaction. This is a remote position that offers flexibility and the opportunity to work with a dynamic and diverse team.

Responsibilities:

• Manage and supervise a team of remote customer service representatives, providing guidance, support, and feedback.
• Develop and implement customer service policies, procedures, and standards to ensure consistent service delivery.
• Monitor team performance, conduct regular performance evaluations, and provide coaching and training as needed.
• Handle escalated customer service issues and resolve them in a timely and satisfactory manner.
• Collaborate with cross-functional teams to address customer inquiries and concerns, ensuring appropriate follow-up and resolution.
• Analyze customer service data and metrics to identify areas for improvement and implement strategies to enhance customer satisfaction.
• Maintain accurate records and documentation of customer interactions and resolutions.
• Stay updated on product knowledge and industry trends to effectively support the team and address customer inquiries.

Requirements

• Previous experience with at least 3 years in a customer service supervisory role.
• Proven ability to lead and motivate a remote team.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to handle escalated customer issues with professionalism and empathy.
• Proficiency in using customer service software and tools.
• Strong attention to detail and ability to multitask effectively.
• Fluency in Arabic and English.