Angkas
Transportation/Trucking/Railroad
CustomerExperienceSupervisor
“Customer Experience Supervisor at Angkas. Skills: leadership, supervisory experience, problem-solving, decision-making, communication, interpersonal skills, customer service software and systems, Data Analysis, Data Visualization, Spreadsheet Expertise, Excel, Google Sheets, complex formulas, XLOOKUP, INDEX/MATCH, nested IFs. Monitor team performance and identify areas for improvement. Resolve team conflicts and address employee concerns”
What You'll Achieve.
Achieve or exceed daily/monthly targets and other key objectives assigned by your Immediate Supervisor; Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor; achieve customer satisfaction
Industry & Context.
problem-solving and decision-making skills; Able to easily spot data errors, fix them, and improve reporting processes
Amenability working as Escalation POC during weekend (rotation based)
What They're Looking For.
Must Have
Bachelor's degree in a relevant field, or equivalent customer service experience, Minimum of 5 years of experience in a supervisory or 2-3 assistant manager role, Proven leadership and supervisory experience, problem-solving and decision-making skills, Excellent communication and interpersonal skills, Ability to work under pressure, meet deadlines, and achieve team targets, Proficiency in customer service software and systems, Amenability working as Escalation POC during weekend (rotation based)
What You'll Do.
Monitor team performance and identify areas for improvement
Resolve team conflicts and address employee concerns
mentor Customer Experience Associates
Subject Matter Experts and Team Lead
Conduct performance evaluations and provide regular feedback
Develop and implement customer service process improvements to streamline operations and enhance efficiency
Monitor and evaluate team performance
providing constructive feedback and coaching to improve individual and team results
Handle escalated customer issues and complaints
investigating and resolving them to achieve customer satisfaction
Achieve or exceed daily/monthly targets and other key objectives assigned by your Immediate Supervisor
Adhere to company policy and procedures
Achieve or exceed targets and other key objectives assigned by your Immediate Supervisor
Participate in ongoing training and development programs
Accept other associated responsibilities and projects as the need arises
How You'll Work.
Team & Collaboration
Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience; Coordination with other stakeholders on observations, callouts and process improvements
Communication Scope
Excellent communication and interpersonal skills; Good at explaining technical data simply to non-technical team members
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