CSA Supervisor- Night Shift
- Mouser Electronics
- 0 - 3 years
- Bengaluru
- 5 years ago
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Job Description
Description: SCOPE
The Customer Service Assistant Supervisor oversees and evaluates Customer Service Assistants and activities in a manner, which ensures high quality and total customer satisfaction through excellent customer service and timeliness with direct input from the Customer Service Assistant Manager.
ACCOUNTABILITIES
Closely monitors and supervises work flow to ensure timely response to customers and provides assistance in training team staff and assists management with development of results oriented strategies.
Customarily and regularly directs the work of two or more full-time employees or their equivalent. Makes suggestions and recommendations for these employees regarding performance and change of status, including transfer, advancement, termination, and hiring.
Create and maintain scheduling of CSA s workflow and helps to monitor and approve time off and timeliness.
Assist Customer Service Manager in personnel management and communicate customer needs to management to ensure continual process and service improvements
Utilize reporting systems to monitor the performance of the CSA team
Provide ongoing development and coaching on any quality or productivity concerns within the CSA Team under direction of CSA Manager. Utilize reporting systems to monitor the performance of the CSA team to perform error research, documentation and tracking.
Lead regular meetings for CSA Team with guidance and agenda from CSA Manager
Serve as backup decision support to CSA Team when necessary
Regular attendance at work is an essential part of the job.
EDUCATION & EXPERIENCE
Bachelors or Associates Degree in a related field or equivalent related work experience preferred.
8 years in specific field / Expert skill & knowledge
MUST HAVE 2 years of MOUSER experience, Mouser experience as a coordinator is a plus. External candidates must have at least 1 years of direct supervision/management experience.
COMPETENCIES
Decisive Judgment
Adapting to Change
Planning & Organizing
Delivering Results
Policies, Processes & Procedures
Customer Service
Resilience
Teamwork & Collaboration
Interpersonal Communication
Integrity*
Functional Acumen*
SKILLS & CERTIFICATIONS
Knowledge of Microsoft Office Applications (Excel, PowerPoint, Word and Outlook) at the advanced level preferred
Proficient and knowledgeable in customer service and purchase order entry systems
Desire, ability and personality to deal directly with customers and vendors and represent Mouser Electronics.
Ability to verbalize and express themselves well in a telephone environment with a clear enunciation of English
Ability to use our telephone headsets and exhibit courteous phone voice and phone hearing.
Has acceptable driving record and can provide current, valid driver s license and current proof of insurance
Ability to read and understand a terminal/PC screen and printed reports.
Skill evaluation: Math 90%, Spelling 90%, Typing 40 WPM, Basic Excel 70%.
Neat and Legible handwriting.
This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.
Job Classification
Industry: Semiconductors, ElectronicsFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredDoctorate: Doctorate Not RequiredContact Details:
Company: Mouser ElectronicsLocation(s): Bengaluru
Keyskills: CSA Excel Customer satisfaction Personnel management Workflow Scheduling Customer service Management MS Office Monitoring
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