Supervisor - Customer Experience (Help Desk)

Supervisor – Customer Experience (Help Desk)

Are you a customer-centric leader who excels at operational excellence, team coaching, and elevating service standards? We are looking for a Senior Supervisor – Customer Experience (Help Desk) to lead our Help Desk operations and Branch Service Assistants (BSAs) to ensure seamless, high-quality support across all channels.

Key Responsibilities

1. Help Desk and Ticket Management Oversight

• Supervises the daily operations of the Help Desk, ensuring that all customer inquiries and concerns are properly logged, assigned, monitored, and resolved using the approved ConneX ticketing system.
• Reviews and monitors Help Desk tickets for accuracy of details, proper issue classification, completeness of documentation, and compliance with prescribed turnaround times (TAT).
• Ensures timely follow-up and coordination with concerned departments for open, pending, and escalated customer concerns.
• Monitors Help Desk performance and identifies opportunities to improve service delivery and ticket resolution efficiency.

2. Supervision of Branch Service Assistants (BSAs)

• Serves as the immediate supervisor of Branch Service Assistants (BSAs) under the Customer Experience Department.
• Provides guidance, coaching, and operational support to BSAs in handling customer inquiries, policy servicing requests, and branch-level customer concerns.
• Ensures that BSAs properly create, encode, and update Help Desk tickets in the ConneX system in accordance with approved processes and service standards.
• Guides BSAs on accurate ticket logging, including proper issue categorization, completeness of customer information, documentation of actions taken, and adherence to escalation protocols.
• Reviews and monitors tickets created by BSAs to ensure compliance with turnaround times (TAT), data integrity, and documentation requirements prior to resolution or escalation.
• Assists in the onboarding and training of newly hired BSAs on Help Desk procedures, ticket management standards, and customer service practices.

3. Ticket Review, Reporting, and Management Updates

• Prepares and submits regular ticket review reports, accomplishment reports, and Help Desk performance summaries to the Department Head.
• Consolidates Help Desk and BSA-generated ticket data, including volume, aging, resolution status, customer feedback, and recurring concerns for monitoring and service improvement initiatives.
• Ensures the accuracy, completeness, and timeliness of operational reports prior to submission.
• Provides recommendations based on ticket analysis and customer feedback to support process improvement initiatives.

4. Coordination with Branches and Internal Service Units

• Serves as a key coordination point among the Help Desk, BSAs, branches, and internal service units to facilitate timely resolution of customer concerns.
• Develops, updates, and disseminates Help Desk advisories, contact information, process guidelines, and operational templates to BSAs and branches.
• Provides operational clarifications and process guidance to BSAs and branch personnel regarding Help Desk procedures and escalation protocols.
• Escalates unresolved concerns and service issues to the Department Head for appropriate action.

5. Customer Experience Support and Process Implementation

• Supports the implementation of Customer Experience initiatives, service quality programs, Help Desk enhancements, and customer concern management procedures.
• Participates in the development, review, and implementation of customer surveys, monitoring tools, service dashboards, and customer feedback mechanisms.
• Identifies recurring customer service and operational issues and coordinates with concerned units to recommend corrective and preventive actions.
• Assists in monitoring customer satisfaction trends and service performance metrics.

6. Administrative and Compliance Support

• Assists in the preparation, consolidation, and timely submission of Customer Experience operational, management, and regulatory reports as assigned.
• Ensures that Help Desk and BSA activities comply with company policies, data privacy requirements, confidentiality standards, internal controls, and audit requirements.
• Maintains organized records of Help Desk communications, reports, templates, reference materials, and supporting documentation.
• Supports audit reviews and compliance activities related to customer concern management and Help Desk operations.

7. Other Functions

• Performs other Customer Experience-related duties and special assignments as may be directed by the Department Head or Management in support of departmental and company objectives.

Why Join Us?

• Be a core driver of customer satisfaction and service efficiency across the organization.
• Direct opportunity to mentor, train, and develop high-performing frontline teams.
• Collaborative environment focused on continuous process improvement and operational excellence.