Customer Service Representative Supervisor

Position: Customer Service SupervisorWork Arrangement: RemoteSchedule: Shift-Based / Rotational ShiftsEmployment Type: Full-TimeDepartment: Customer Service / Customer ExperienceReports To: CEO

About The Company

We are committed to delivering high-quality services and exceptional customer experiences. We value professionalism, accountability, teamwork, responsiveness, and continuous improvement across our operations.

We are seeking a highly organized, customer-focused, and results-driven Customer Service Supervisor to lead and support our remote customer service team. The successful candidate will be responsible for supervising day-to-day customer service operations during assigned shifts, maintaining service standards, supporting team members, resolving escalated customer concerns, and ensuring a consistently positive customer experience.

Position Summary

The Customer Service Supervisor will provide frontline leadership to Customer Service Representatives working remotely across designated shifts.

The role requires a hands-on supervisor who can effectively manage people, service quality, customer escalations, workload distribution, attendance, productivity, and communication in a remote working environment.

The Supervisor will serve as the primary point of support and escalation for Customer Service Representatives during the assigned shift and will be expected to make timely operational decisions while ensuring compliance with company policies, procedures, and customer service standards.

Key Responsibilities

1. Team Supervision & Shift Management

• Lead and supervise Customer Service Representatives during assigned shifts.
• Ensure adequate staffing and operational coverage throughout each shift.
• Conduct shift handovers and communicate outstanding customer issues, priorities, incidents, and required follow-up actions.
• Monitor staff attendance, punctuality, availability, breaks, and adherence to assigned schedules.
• Allocate workloads and adjust team responsibilities based on customer demand and operational priorities.
• Maintain active communication with remote team members throughout the shift.
• Ensure employees remain professional, responsive, and productive while working remotely.
• Escalate staffing, attendance, performance, or operational concerns to management when necessary.

2. Customer Service & Escalation Management

• Act as the first point of escalation for complex, sensitive, or unresolved customer complaints.
• Take ownership of escalated cases and ensure customers receive timely and professional resolutions.
• Support Customer Service Representatives in handling difficult conversations and unusual customer situations.
• Ensure customer inquiries and complaints are properly documented, assigned, followed up, and closed.
• Identify urgent or high-risk customer issues and escalate them to the appropriate department or management level.
• Follow up on unresolved cases to prevent unnecessary delays or repeated customer contact.

3. Service Quality & Performance Monitoring

• Monitor customer interactions across approved communication channels, including telephone, email, live chat, messaging platforms, and other customer support systems.
• Review the quality, accuracy, professionalism, and consistency of customer service responses.
• Ensure representatives follow approved scripts, processes, policies, and communication standards.
• Monitor individual and team performance against established service targets and KPIs.
• Provide immediate coaching and corrective guidance when service standards are not being met.
• Recognize strong performance and encourage continuous improvement within the team.

Key performance indicators may include:

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Average Resolution Time
• Service Level / Response SLA Compliance
• Customer Complaint Resolution Rate
• Quality Assurance Scores
• Attendance and Schedule Adherence
• Case Backlog
• Escalation Rate
• Productivity and Case Handling Volume

4. Coaching, Training & Team Development

• Provide regular coaching and constructive feedback to Customer Service Representatives.
• Identify individual and team training needs based on performance observations, customer feedback, and quality reviews.
• Support the onboarding and training of new customer service employees.
• Conduct refresher training when procedures, systems, products, or service standards change.
• Encourage knowledge sharing and collaboration within the remote team.
• Support underperforming employees through documented coaching and performance improvement measures in collaboration with management.

5. Reporting & Documentation

• Prepare accurate shift reports covering team performance, attendance, customer escalations, operational issues, outstanding cases, and significant incidents.
• Maintain clear records of customer complaints, escalations, coaching sessions, and performance concerns.
• Track recurring customer issues and identify trends requiring management attention.
• Provide management with relevant information and recommendations for improving service delivery.
• Ensure proper handover documentation is completed at the end of each shift.

6. Process & Continuous Improvement

• Identify recurring customer complaints, operational bottlenecks, and service delivery gaps.
• Recommend practical improvements to customer service processes, workflows, scripts, FAQs, and knowledge resources.
• Work collaboratively with other departments to resolve issues affecting customers.
• Support the implementation of new customer service procedures, systems, and initiatives.
• Encourage a culture of accountability, ownership, professionalism, and continuous improvement.

7. Remote Operations & Communication

• Maintain reliable communication and availability throughout assigned working hours.
• Participate in virtual meetings, briefings, coaching sessions, and management discussions as required.
• Ensure appropriate use of company systems, communication platforms, and customer information.
• Maintain confidentiality and comply with company data protection and information security requirements.
• Immediately report significant technical or connectivity problems that may affect service delivery.
• Ensure remote team members follow established remote-working procedures and communication protocols.

Required Qualifications

• Diploma, Higher National Diploma (HND), Bachelor's degree, or equivalent professional qualification in Business Administration, Customer Service, Hospitality, Communications, Management, or a related field.
• Previous experience in customer service, customer experience, call centre, hospitality, reservations, support operations, or a similar customer-facing environment.
• Previous supervisory, team leadership, or senior customer service experience is strongly preferred.
• Experience supervising remote or shift-based teams is an advantage.
• Strong understanding of customer service principles, complaint management, and service recovery.
• Comfortable working with customer service software, CRM systems, email, messaging platforms, Microsoft Office/Google Workspace, and other digital collaboration tools.

Required Skills & Competencies

The ideal candidate should demonstrate:

• Strong leadership and people-management skills.
• Excellent verbal and written communication.
• Exceptional customer service and interpersonal skills.
• Strong conflict-resolution and complaint-handling abilities.
• Sound judgment and decision-making skills.
• Ability to remain calm and professional under pressure.
• Strong organizational and time-management abilities.
• Attention to detail and accurate record keeping.
• Ability to analyze service performance and identify areas for improvement.
• Ability to coach, motivate, and hold team members accountable.
• Ability to manage multiple priorities simultaneously.
• Strong digital literacy and confidence working independently in a remote environment.
• High level of integrity, discretion, confidentiality, and professionalism.

Shift & Availability Requirements

This is a remote, shift-based position. The successful candidate must be willing and able to work according to Akwaaba Group's operational schedule.

Depending on business requirements, shifts may include:

• Morning shifts
• Afternoon/evening shifts
• Night shifts
• Weekends
• Public holidays
• Rotational schedules

Candidates must have the flexibility to work assigned shifts and provide dependable supervisory coverage throughout their scheduled working hours.

Remote Work Requirements

The successful candidate should have:

• Reliable high-speed internet connectivity.
• A suitable computer/laptop and required work equipment, subject to Akwaaba Group's equipment policy.
• A professional, quiet, and distraction-controlled remote working environment.
• Reliable telephone and online communication access.
• Ability to maintain stable connectivity throughout assigned shifts.
• Appropriate backup arrangements for foreseeable connectivity or power interruptions where reasonably required.

Key Expectations

The Customer Service Supervisor will be expected to:

• Lead by example and maintain high professional standards.
• Take ownership of customer and operational issues during assigned shifts.
• Ensure customers receive prompt, respectful, accurate, and solution-oriented service.
• Maintain effective control and visibility of remote team activities.
• Address performance and service issues promptly rather than allowing them to accumulate.
• Communicate significant operational concerns to management in a timely manner.
• Maintain confidentiality of customer and company information.
• Promote teamwork, accountability, discipline, and a customer-first culture.

Measures of Success

Success in this role will be demonstrated through:

• Consistently high customer satisfaction.
• Timely resolution of customer inquiries and complaints.
• Achievement of agreed service-level targets.
• Effective management of escalations.
• Improved team productivity and service quality.
• Strong attendance and schedule adherence across the supervised team.
• Reduction in unresolved cases and recurring complaints.
• Accurate and timely operational reporting.
• Effective coaching and development of Customer Service Representatives.
• Smooth shift transitions and continuity of customer service operations.

Pay: Php24,281.94 - Php36,422.91 per month

Work Location: Remote