Connect Caribé is a pioneering maritime ferry service dedicated to enhancing connectivity and fostering economic growth across the Caribbean region, providing seamless travel and trade solutions for both passengers and cargo.

 

JOB DESCRIPTION

 

Position Summary

The Customer Care Supervisor provides directions to the Customer Center by assigning, directing, and reviewing the work of staff. Monitors or reviews calls or other correspondence between representatives and customers. Ensures that representatives are informed about changes to company products and services. Collects data and prepares reports on customer complaints and inquiries.

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Essential Duties and Responsibilities

• Provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s and the company’s mission, objectives, and values

• Prioritize, assign, evaluate, and supervise the work of all employees of the customer care center 

• Provides coaching and guidance for performance improvement and development; directs and oversees the training of new representatives

• Measures KPI’s like inbound calls, call waiting, and call abandonment

• Ensure team meet performance standards. Ensure team comply with the company policies regarding privacy and security during interactions with clients 

• Create and update a standard script for agents to follow 

• Improves quality of results by recommending changes

• Interacts effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the company’s goals and objectives while exercising the highest degree of confidentiality

• Maintains the daily schedule to ensure complete coverage for our customer base 

• Assumes complex and specialized customer relation situations involving upset and dissatisfied customers and requiring sensitivity and sound judgment

• Receives and responds to correspondence and telephone calls, providing information and handling issues, requests, and complaints

• Perform additional duties as assigned

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Required Qualifications and Skills

• Bachelor’s degree in hospitality, business administration or related field from an accredited college or university or an international equivalent preferred 

• 2-3 years of customer service experience. (A comparable amount of training or experience may be substituted for the minimum qualifications.) Licenses, Certifications  

• Relevant working experience in customer service or call center experience 

• Knowledge of telephone and computer equipment 

• A comprehensive understanding of the company’s offerings, procedures, and protocols 

• Exceptional communication and customer service skills 

• Customer service practices and customer-oriented telephone etiquette

• Develop and implement work standards. Plan and organize work to meet changing priorities and deadlines

• Analyze and resolve complex customer service problems. Exercise independent judgment and initiative

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Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Functions, duties, responsibilities, and activities may change at any time as per assigned position.