Customer Service Supervisor

Key responsibilities consist of:

• Oversee the daily operations and management of the Customer Service function.
• Ensure efficient and timely processing of customer orders.
• Handle customer inquiries professionally, providing prompt and effective resolutions.
• Manage customer invoicing and credit processes accurately.
• Communicate with customers to address and resolve issues efficiently.
• Being an escalation point for Team Members to assist with customer conflicts, supplier escalations and work with other internal teams to proactively align required resources to aid resolution.
• Working collaboratively with the Service Manager to design and implement effective reporting to accurately reflect team performance to include attending internal project meetings.
• Ensuring all faults are dealt with efficiently and that the fault is triage, reported and resolved within SLA.
• Review and assess customer credit ratings to support financial decision-making.
• Maintain and administer customer accounts, ensuring accurate records.
• Log, track, and manage customer complaints, implementing solutions where necessary.
• Prepare and provide quotations and pricing information upon request.
• Handle product returns, ensuring adherence to company policies and processes.
• Collaborate with the Sales Director and Account Managers to support customer relationships and business growth.
• Taking inbound calls, dealing with customers and reviewing their needs by providing them with the relevant products and services to cover their needs. To include policy renewals and responding to queries with policy changes
• Review and advise customers on any other insurance requirements
• Identify and initiate cross-selling financial sales opportunities

* Acquire and maintain knowledge of company products and product licences