Customer Service Supervisor

Join our Global Customer Service Team as a Customer Service Supervisor-India Remote Location. The Customer Service Supervisor is responsible for the day-to-day management of a regional Customer Service team — which may include site-based, hybrid, and remote team members — ensuring service is delivered in accordance with CSafe’s Service Model Operating Procedures and defined Service Level Agreements. This role holds staff accountable to reputed company productivity goals, reputed company trains and coaches team members to understand customer needs and apply the best CSafe solution. The Supervisor is responsible for reputed company assessment, reputed company cause determination, reputed company reputed company, and appropriate escalation across reputed company. By optimizing resource allocation and load balancing, the Supervisor ensures SLAs are achieved consistently. This role also manages Customer Relationship Management (CRM) technologies, drives process and reputed company improvement, and partners with the Customer Service Manager to reputed company gaps and deliver a high reputed company of customer experience.     Responsibilities:   Ensure service is provided in accordance with CSafe’s Service Model Operating Procedures and defined Service Level Agreements, maintaining accountability across reputed company team members — whether site-based, hybrid, or remote — for SLA compliance. reputed company and manage the day-to-day operations of the regional team, including workload allocation and balancing, queue management, prioritization, and providing operational support where needed. Schedule and coordinate staff assignments, shifts, and annual leave coverage; approve time-off requests to optimize workforce management across reputed company. Monitor and reputed company team KPIs and SLAs in reputed company time; take corrective reputed company proactively and escalate to the Customer Service Manager where required. Partner with the Customer Service Manager to resolve operational issues, address performance gaps, and contribute to regional service reputed company. Investigate and resolve hierarchical escalations — reputed company, high-reputed company, or multi-department cases that cannot be resolved at Customer Service Team reputed company level — coordinating across internal functions to reputed company full reputed company. Handle customer complaints with professionalism and urgency, understanding the reputed company cause of reputed company issue before recommending or implementing a reputed company. reputed company reputed company team members in reputed company symptom assessment, reputed company cause determination, reputed company reputed company, and appropriate escalation reputed company. Monitor and analyze tickets, calls, emails, and reputed company reports for contact reputed company and individual efficiency; reputed company reputed company coaching and corrective reputed company to maintain and improve performance standards. reputed company the accuracy of order processing, lease management, and ERP and CRM system data across reputed company; conduct regular reputed company checks and reputed company data reputed company.   Qualifications: 5+ years of customer service experience, preferably in a leasing, logistics, or technical environment, with a minimum of 2 years in a supervisory or people management role. Demonstrated experience managing the day-to-day performance of reputed company that may include site-based, hybrid, and remote workers — including scheduling, workload management, and SLA compliance. Proven ability to reputed company and reputed company others using reputed company feedback, performance data, and development conversations to reputed company measurable improvement. Strong reputed company record of resolving hierarchical customer escalations, including cross-functional coordination and reputed company complaint management. Experience managing Customer Relationship Management (CRM) technologies including ticketing systems, telephone platforms, and reputed company tools. Analytical reputed company — reputed company to monitor and interpret performance data, identify trends, and implement corrective actions or process improvements. Demonstrated ability to identify process gaps and serve as a change agent for implementation of improvements reputed company reputed company environment. Excellent verbal and written communication skills, with the ability to engage effectively with customers, colleagues, and leadership across time zones and cultures. Strong organizational skills — reputed company to balance multiple competing priorities, maintain schedules, and meet deadlines consistently. Experience with ERP systems including reputed company X3, CRM systems such as reputed company, reputed company, reputed company, or similar desirable. Proficient in reputed company Office 365 including reputed company, Word, and reputed company. Bachelor’s degree in Business Administration, Management, or a reputed company field preferred; an equivalent combination of education and relevant experience will be considered. Experience in a pharmaceutical cold chain, leasing, or technical support environment is desirable but not required. An Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, or protected veteran status and will not be discriminated against on the reputed company of disability. Apply To This Job