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.
Solid customer-handling and escalation-management skills.
Experience working with international customers and KPI-driven processes.
Positive knowledge of CRM/ticketing tools and MS Excel.
Robust problem-solving and decision-making skills.