Who We Are:
Orange provides your personalized go-to pool of strategy planners, creatives, and technologists for your brand and campaign that aren't part of your daily routine. Strategic managers, content specialists, conceptual creatives, producers, SEO experts, product managers, and others are among the impact players who are held match-fit for your brand. We are seeking a highly skilled and experienced Customer Service Supervisor to join our dynamic team.
What You Will Do:
- Supervise and lead a team of customer service representatives, providing guidance, coaching, and support to achieve department goals and objectives
- Monitor and evaluate team performance metrics, including call quality, response times, and customer satisfaction ratings
- Implement and maintain customer service policies and procedures to ensure consistent service delivery and adherence to company standards
- Handle escalated customer inquiries and complaints promptly and effectively, striving for first-call resolution whenever possible
- Collaborate with other departments such as sales, marketing, and technical support to address customer issues and improve overall customer experience
- Conduct regular training sessions to enhance the skills and product knowledge of customer service team members
- Prepare and analyze reports on departmental performance and customer feedback, identifying trends and opportunities for improvement
What you will need:
- Bachelor's degree in Business Administration, Communications, or a related field preferred
- Proven experience ( 5 years) in a customer service supervisory role within the automotive industry or a related field
- Strong leadership and interpersonal skills with the ability to motivate and inspire a team
- Excellent communication skills, both verbal and written, with a customer-centric approach
- Proficiency in CRM systems and other customer service software tools
- Ability to handle stressful situations calmly and professionally, with a focus on problem-solving and conflict resolution
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