Customer Support Supervisor

What you'll be getting up to:

• Direct reporting of Customer Service Associates.
• Responsible for staffing, scheduling, recruiting, interviewing, hiring and new employee orientation of his/her role.
• Responsible for employee development and performance management.
• Responsible for chat/email evaluation, resolution and follow up.
• Ensure implementation of new hire and continuing education programs.
• Report and analyze data necessary to monitor team efficiency.
• Provide timely, consistent and constructive feedback to agents and QA Analyst regarding performance towards goals.
• Develop, implement and maintain policies and procedures to ensure quality customer service.
• Liaison between customer support and other departments for shared ideas and processes regarding quality customer service, product innovations and promotions.
• Provide effective feedback to the Management regarding process flow and interdepartmental concerns when necessary.
• General support for all members of the Customer Support team.
• Perform other duties as assigned.

Requirements:

• At least college graduate.
• Ability to handle difficult customer situations with tact.
• Must have good Kazakh, Russian, and English Language communication skills, both written and spoken.
• Display excellent problem solving and people skills.
• Strong customer skills.
• Strong problem solving skills.
• Ability to make decisions and use independent judgment.
• Ability to lead teams, provide & receive constructive feedback and build team-based activities.
• Possess a strong chat presence.
• Ability to prioritize, multi-task and delegate duties.
• Strong communication skills, both verbal and written.
• Ability to communicate professionally with both internal and external customers.
• Ability to listen to and comprehend information and feedback.
• Available to work with 24/7 shifting and work weekends and holidays in order to monitor operations.
• Has good working knowledge of MS Office applications.
• Can work with minimal supervision.
• Preferably with work experience with strong emphasis in coaching, leadership and performance evaluation to achieve set standards.

**Applications in English only please