Customer Service Supervisor

Customer Service Supervisor

Here at Human Appeal , we have an exciting opportunity for a Customer Service Supervisor to join our team based in Mississauga, Canada.

You will be joining us on a full-time basis. In return, you will receive a competitive salary with company benefits!

Human Appeal is a faith-based charity that aims to abolish poverty by providing humanitarian aid, sustainable development programs and championing advocacy for our beneficiaries worldwide.

As a Customer Service Supervisor , the successful candidate will ensure the smooth running of the department through daily supervision of agents and overseeing their performance towards agreed KPIs.

Provide support to the Customer Care department by providing training and coaching and conducting regular monthly 1-2-1s for Customer Care Agents to help them to better perform their duties whilst making sure the team meets all objectives as set out by the Associate Director of Donor Care.

To oversee the refund process and correspond with donors relating to refund queries. To be the first point of contact for complaints and to manage the complaints telephone line, taking ownership of the complaints process by ensuring that donor complaints are properly investigated and dealt with adequately and within a reasonable time-frame.

All in order to safeguard the reputation of Human Appeal and to retain Human Appeal donors to ensure that Human Appeal income generation targets are met.

We are ideally looking to appoint somebody immediately to this role.

Key duties and responsibilities of the Customer Service Supervisor

• Provide support to the Service Coordinator with the day-to-day logistical running of the department
• Provide support to the Sales Coordinator by ensuring that income generation targets are met
• Provide comprehensive administration service and customer service in line with SLA
• Provide one-to-one coaching, training, supervision and support to Customer Care Agents for them to better perform their duties
• Act as first point of contact for all complaints and refund queries, liaising with complainants in a sensitive and appreciative manner
• Oversee feedback initiatives to improve customer service
• Manage complaints in accordance with HA’s complaints policy, ensuring they are acknowledged within 48 hours and resolved within 14 days, providing timely resolutions to all complaints, and informing the appropriate Department Director of any relevant complaint
• Present a summary of complaints to HA meetings and weekly updates to Directors, Associate Director of Donor Care and CEO (where appropriate)
• Analyse trends and report to Directors to mitigate against future risks
• Act as first point of contact for all complaints and refund queries, liaising with complainants in a sensitive and appreciative manner

What we’re looking for in our Customer Service Supervisor

• Minimum educated to Degree level
• At least 2 years of significant customer service and complaints-handling experience
• Experience of working with senior stakeholders, such as Directors and Trustees
• Proficient in Microsoft Excel with experience of producing spreadsheets and pivot tables to analyze data
• English essential. Knowledge of additional languages such as Arabic / Urdu / Bengali / Gujarati / Hindi / Punjabi an advantage

This would be an ideal role for an experienced Customer Service Supervisor looking to make a difference in a rewarding role within the non-profit field!