Customer Service Supervisor – International Customer Support
Location: Mohali
Experience: 2–5 Years
Process: International Customer Support / Service
Shift: Rotational / International Shifts, if required
Qualification: Graduate in any discipline
Interview: Face-to-Face
Role Overview
We are looking for a Customer Service Supervisor with experience in International Customer Support/Service to manage a team, handle customer escalations, and ensure excellent service delivery.
Key Responsibilities
- Manage and supervise the customer support team.
- Monitor team performance, quality, productivity, CSAT, AHT and SLA.
- Handle customer escalations and complex queries.
- Conduct team coaching, feedback and performance reviews.
- Monitor calls, emails and tickets to maintain service quality.
- Prepare basic performance reports and coordinate with internal teams.
Requirements
- 2–5 years of experience in International Customer Service/Support.
- Mandatory team-handling/supervisory experience.
- Excellent English communication skills.
- Strong customer-handling and escalation-management skills.
- Experience working with international customers and KPI-driven processes.
- Good knowledge of CRM/ticketing tools and MS Excel.
- Robust problem-solving and decision-making skills.