Hiring Customer Care Supervisor(Night) in Tehran

Job Discription

• In the story of Snappfood, we want to create value. Our company is willing to create emerging phenomena and is eager to have Customer Care Supervisor on our team to help us get through business challenges with (creativity, intelligence, and speed of response.)
• We are waiting for you to be with us in this story

Responsibilities

• Leading and supervising a team of customer care representatives, providing guidance, support, and coaching to ensure high performance and productivity.
• Handling escalated customer inquiries, complaints, and issues, ensuring timely and satisfactory resolutions.
• Utilizing problem-solving skills to address complex customer concerns and find appropriate solutions while maintaining a professional and empathetic demeanor.
• Collaborating with other departments, such as operations or logistics, to resolve customer issues that require cross-functional coordination.
• Monitoring and evaluating customer care interactions to ensure adherence to company policies, service standards, and established procedures.
• Conducting performance evaluations of customer care representatives, providing constructive feedback and identifying areas for improvement.
• Developing and implementing training programs to enhance the knowledge and skills of the customer care team, ensuring consistent service excellence.
• Tracking and analyzing key performance indicators (KPIs) related to customer service, such as response time, customer satisfaction ratings, and issue resolution rates.
• Preparing regular reports summarizing customer care performance and providing actionable insights for continuous improvement.
• Collaborating with product development and user experience teams to provide customer feedback and contribute to the development of user-friendly features and enhancements.
• Stay updated with industry trends, customer preferences, and competitors' practices to identify opportunities for improving the customer experience.

Education

• At least Bachelor's degree in business administration, Marketing, Psychology or a related field (preferred).

Experience

• At least 2 years of experience in a supervisory or team lead role within a customer care or contact center environment.

Requirements

• Proficient in using customer service software and systems.
• Familiarity with e-commerce or e-business platforms is a plus.
• Ability to preparing regular reports

Benefits

• Credit for: Vacations, Gym, Therapy, Internet Costs
• Social Security & Complementary Insurance
• Educational platform of advanced courses
• Snappfood's Discount codes
• Loans

Job Location