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Customer Service Supervisor

QI Post Tehran

Posted 6 months ago

Job Description

QI Post is an international courier company headquartered in Mannheim, Germany. For our office in Tehran, we are looking for a customer service supervisor with preferably previous experience in logistics and transport business to coach and monitor our customer service staff for delivering an exceptional high-quality service for customers. The customer service supervisor will build and manage a highly efficient team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing and implementing standards and processes. You will maintain documentation such as correspondence and operational records, and communicate promotional offers to customers. Main Responsibilities: - Supervising and assessing customer service staff activities especially our call center operators - Answering agent questions in related to the best practices or difficult calls - Training staff in areas of customer service and company policies - Providing customer service staff with regular performance-related feedback - Strategizing and monitoring daily activities of customer service operation - Assisting customer service staff with duties where required - Investigating and solving customer service complaints - Preparing reports and analyzing data to assist management as they determine customer service goals - Working with other supervisors and management team members to support agents and maximize customer satisfaction - Assisting with development and implementation of service policies, and teaching these to customer service staff - Maintaining documentation pertaining to customer service department activities - Performing additional duties related to customer service staff where needed - Maintain a working knowledge of the company's specialty services, internal and external resources, competitive strategies, and customer requirements

Requirements

Basic Qualifications: - 3 to 5 years work experience in a similar position - Proficient knowledge of customer service, CRM systems, call centers affairs and standard office practices and procedures preferably in international courier business - Proficient computer skills - The ability to multitask in a fast-paced environment with rapidly changing priorities - The ability to work independently while supporting the overall team mentality - Have a keen eye and display excellent attention to detail - To be able to make timely decisions in a complex environment under pressure - Ability to read, write, and speak English fluently - Outstanding organizational skills - Outstanding communication skills, both written and verbal - Excellent phone etiquette - Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours Preferred Qualifications: - Proven work experience in a similar position in an international courier or transport business - Bachelor or Master Degree in a relevant field

Job Category:

Sales & Customer Service

Employement type:

Full Time

Job Category:

Sales & Customer Service

Employement type:

Full Time

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