Customer Service Supervisor

1 settimana fa

Genova, Italia ZIM A tempo pieno

**Job Title**: Customer Service Supervisor

**Location**: Genoa, Italy

**Job Type**: Full-time

**Key Responsibilities**:

- Supervise and lead a team of customer service representatives, ensuring exceptional service delivery to customers.
- Address customer inquiries regarding shipping schedules, tracking, customs, billing, and other related issues.
- Resolve escalated customer complaints and ensure timely and efficient solutions are provided.
- Monitor and evaluate team performance, providing feedback, coaching, and training as needed.
- Maintain up-to-date knowledge of company services, shipping regulations, and industry standards to provide accurate information to customers.
- Ensure compliance with shipping policies, regulations, and internal procedures.
- Collaborate with other departments (logistics, operations, and sales) to ensure seamless customer experience and resolve any shipping-related issues.
- Prepare and analyze customer service metrics and reports, identifying trends and implementing improvements.
- Develop and implement strategies for enhancing customer satisfaction and efficiency within the team.
- Manage customer expectations and resolve any shipping or delivery-related issues promptly.

**Requirements**:
**Requirements**:

- Proven experience in customer service, with at least 2-3 years in a supervisory role, preferably within the shipping or logistics industry.
- Strong leadership and team management skills, with the ability to motivate and guide team members.
- Excellent communication skills, both written and verbal, in Italian and English (bilingual skills are a must).
- Problem-solving skills with a customer-centric approach to resolving issues.
- Knowledge of shipping processes, logistics systems, and international shipping regulations is a plus.
- Proficiency in MS Office and experience with customer service software or CRM systems.
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
- High attention to detail and organizational skills.

**Preferred Qualifications**:

- Experience in the shipping, logistics, or transportation industry.

Function:
Global Customer Service

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