Customer Service Supervisor

Job purpose

Supervise the customer service team and organize service delivery to ensure fast, accurate transactions, improve customer satisfaction, and comply with the procedures approved by the center and relevant authorities.

Duties and responsibilities:

1. Directly supervise customer service, reception and results delivery staff, and monitor the fulfillment of their duties.

2. Assign staff to service points and prepare shift and break schedules to ensure continuous service throughout operating hours.

3. Organize customer reception, direct customers to the appropriate services and monitor the queue system to reduce congestion.

4.Monitor the quality and accuracy of customer and vehicle data entry, and verify that required documents are complete under approved procedures.

5.Coordinate vehicle flow and transaction status with the technical inspection supervisor, and address causes of delays.

6. Monitor the issuance and delivery of inspection results and explain subsequent steps within the customer service team’s remit.

7.. Receive and resolve customer complaints within delegated authority, escalate cases requiring management decisions and follow them through to closure.

8.Ensure customers receive accurate, clear information on services, fees, requirements and completion times.

9.Monitor staff compliance with professional conduct, appearance and the confidentiality of customer data.

10.Train new staff, identify team training needs and communicate updates to systems and procedures.

11.Follow up on service system and equipment failures, coordinating with technical support and management to minimize disruption.

12.. Prepare periodic reports on transaction volumes, waiting times, complaints, customer satisfaction and staff performance.

13. Propose improvements to work procedures and follow up on the implementation of approved changes.

14.Coordinate with departments and supporting services within the center to ensure a smooth customer journey

Work Location: In person