Customer Service Supervisor

Roles & Responsibilities We are looking for a Customer Service Supervisor to lead and support a team in delivering high-quality customer service. You will play a key role in ensuring excellent customer experience, managing service operations, and driving continuous improvement in processes and team performance. What You’ll Do Lead, coach, and supervise a team of Customer Service Officers Monitor KPIs, workload distribution, and service quality standards Handle complex customer inquiries across multiple channels Oversee order processing, amendments, and cancellations Manage escalations and resolve customer issues effectively Support CRM accuracy and maintain proper documentation Analyse performance data and prepare reports for management Identify and implement process improvements Support training and development of team members Collaborate with internal teams to ensure smooth operations What You Bring Minimum 5 years of customer service experience Strong leadership and team management skills Experience in KPI tracking, reporting, and data analysis Proficiency in SAP, CRM systems, and Microsoft Office Strong problem-solving and communication skills Ability to work independently in a fast-paced environment Organised, proactive, and detail-oriented approach