Customer Service Supervisor (PC) Job Kenchic

Customer Service Jobs. Kenchic Jobs

Job Description

The role holder will deliver Simple, memorable, and efficient customer experience by analyzing customer experience department issues, together with the customer experience lead and implement service level improvements and policies through critical analysis of data and root cause analysis.

Key Responsibilities

• Team Supervision: Lead and manage a team of Customer Experience Representatives by providing guidance, coaching and support to ensure high quality service delivery.
• Team performance tracking: Establish and maintain key performance indicators (KPIs) to measure and track individual CX representative performance.
• Workflow Management: Oversee the daily workflow and workload distribution among team members to meet targets and deadlines.
• Process Optimization: Identify process gaps or inefficiencies and implement solutions to enhance productivity by developing SOP’s where need be and revision of CX team WoW.
• Customer feedback management: Monitor and analyze customer interactions and feedback to identify trends, opportunities for improvement, and areas of excellence.
• Quality Assurance: Ensure that all team members adhere to the company policies, industry regulations and compliance standards. Conduct regular quality checks to maintain the highest level of service quality.
• Reporting and Documentation: Assist in the preparation of reports and documentation related to team performance, workflow, and key metrics. Maintain accurate records and documentation. Communicate regularly with Customer Experience Lead to provide updates on team performance and challenges.
• Problem resolution: Address and resolve escalated issues in a timely and effective manner.
• Training and development: Identify training needs and coordinate training sessions for team members to enhance their skills and knowledge. Promote a culture of continuous improvement within the team.
• Lead, manage and develop a high-performing team.

Qualifications

• Bachelor’s degree/Higher diploma in business/social science or an equivalent
• At least 2 years’ relevant experience
• Relentless Problem-Solving: A find attitude toward stock gaps and delivery hurdles.
• Operational Precision: High attention to detail regarding timing and report accuracy.
• Resilience: Ability to maintain performance in a high-pressure, fast-paced environment.
• Communication: Strong ability to mediate between internal departments and external customers.

How to Apply

Email your CV and relevant documents to HR@kenchic.com with the subject “Customer Service Supervisor” by close of business 2nd April 2026.