Customer Service Supervisor

Position Overview

The Customer Service Supervisor will oversee daily customer service operations, manage call-handling teams, and serve as the primary escalation point for key accounts. This role requires strong experience in logistics or express delivery, excellent communication skills, and the ability to ensure fast resolution of customer issues while maintaining service standards.

Key Responsibilities

• Supervise and coordinate customer service agents handling inbound and outbound calls
• Monitor call quality, response time, and resolution rates to meet service KPIs
• Handle escalations related to delivery delays, lost shipments, returns, and complaints
• Manage and maintain relationships with key corporate and high-volume accounts
• Provide timely updates to key accounts on shipment status and service issues
• Collaborate with operations, dispatch, and hub teams to resolve customer concerns
• Prepare daily and weekly customer service performance reports
• Train, coach, and motivate customer service staff to improve service quality

Requirements & Qualifications

• HND/Bachelor's degree in Business Administration or related field
• Minimum of 3–5 years experience in customer service within logistics, courier, or e-commerce
• Proven experience managing call-center operations
• Strong knowledge of key account management and client relationship handling
• Excellent communication, problem-solving, and leadership skills
• Ability to work under pressure in a fast-paced logistics environment
• Proficiency in CRM systems and basic reporting tools