Customer Support Operations Supervisor

7 days ago


Melbourne, Victoria, Australia Rb Sellars Full time

Overview

The Customer Support Operations Supervisor is tasked with guiding the team to ensure that client inquiries are addressed promptly and accurately. This role is pivotal in managing the return processes in accordance with company policies and resolving customer issues effectively to foster loyalty and repeat business. This position requires active engagement and leadership within the team.

Primary Duties:

  • Oversee the customer support team, demonstrating exemplary service standards and motivating team members to achieve outstanding results.
  • Efficiently process and manage new orders through telephonic communication for direct-to-consumer clients, adhering to established protocols.
  • Deliver a superior customer service experience through various channels including phone and chat, while also providing sales assistance.
  • Maintain comprehensive records of all customer interactions, ensuring compliance with service protocols and procedures.
  • Embrace innovative technologies and utilize the Gorgias platform to enhance operational efficiency.
  • Administer both new and existing orders within the AP21 system.
  • Handle returns in accordance with the established returns policy.

Qualifications & Skills:

  • Proven experience in managing customer inquiries, whether face-to-face or online.
  • Proficient in computer applications, particularly Word and Excel.
  • Familiarity with Customer Management Systems is advantageous.
  • Experience with AP21 or Gorgias is a plus.
  • Capability to address and resolve issues for challenging customers.
  • Strong organizational skills with the ability to prioritize tasks and manage competing deadlines.
  • Excellent written and verbal communication abilities.
  • Ability to collaborate effectively within a team environment.


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