The Customer Service Supervisor plays a key role in the
management of the customer service department..
Duties of the Customer Service Supervisor can vary from one
organization to another but supervisors are often responsible for
the smooth running of the customer service operation.
They may be responsible for the supervision of Customer
Service Representatives (CSRs) or the entire customer
The Customer Service Supervisor could be expected to assist
in the establishment of a customer care policies and
procedures. Being close to the customer, team members and
management can give the position a unique viewpoint from
which the company can benefit when setting up customer
Supervisors are sometimes responsible for staffing levels
and may be involved in the recruiting and interviewing of
customer service team members. They will be involved in the
training, coaching and ongoing development of the team.
The role plays a key part in coordinating with other
departments to resolve issues.
Excellent communication skills are required as well as the
necessary range of soft skills. Additional qualities needed
include: approachability, personal skills, team-working
ability, adaptability, excellent communication skills and
the ability to remain calm under pressure.
Companies employ Customer Service Supervisors from within
the organization, through the promotion of CSRs and Team
Leaders or from outside the company.
The job of is a varied and
satisfying one. It combines dealing with customers and the
leadership of others on a daily basis. With promotion the
role can lead to the position of Customer Service Manager.