Customer Service Supervisor
Blue NileShanghaiUpdate time: July 23,2020
Job Description
Responsibilities:
Monitor calls to assess individual customer care skills and consultative sales ability.
Manage employee performance, identifying areas for improvement and development.
Conduct regular 1:1 meetings with team members. Exhibit excellent active listening skills to effectively provide both positive and constructive feedback.
Provide leadership and support by answering questions and partnering with DJCs to resolve difficult and complex situations.
Provide second line support to the CS team in managing customer escalations both in the Dublin call centre and worldwide as needed.
Demonstrate excellent knowledge of Blue Nile products, practices, consultative selling techniques, policies and procedures.
Manage call center service levels and costs to successfully meet department metrics.
Actively participate in the scheduling process.
Identify areas of improvement across the department and company and offer innovative solutions.
Model behavior that supports change and continuous improvement in line with the company goals and values.
Display good judgment, accountability, and flexibility.
Identify and provide ad hoc training and instruction for specific situations.
Assist with incoming Customer Service calls when necessary.

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