Social Media Supervisor – CSSD

Social Media Supervisor – CSSD

Number of Vacancy(ies): 1
Qualification: Bachelor’s degree in Management, Technical or a related field.
Experience: Minimum of 2 years of experience in a customer service or technical support supervisory role.
Contract of Employment: 9.30-5.30
Job Location: Jawalakhel , Lalitpur

Skills and Knowledge:

• Strong understanding of social media platforms and how they relate to customer service.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple tasks and teams efficiently.
• Strong problem-solving skills with a technical aptitude.
• Experience with CRM tools and Omni-channel support platforms.
• Strong analytical skills with the ability to interpret performance metrics and reports.

Job Duties & Responsibilities:

Team Leadership & Development

• Lead Chat Support and Outbound L1 Support teams, fostering high performance and continuous growth.
• Mentor team members, conduct performance reviews, and provide regular updates on process or service changes.
• Drive improvements in APS and overall team effectiveness.

Issue Resolution Oversight

• Oversee timely resolution of technical issues via social media and manage escalations from Chat Support, Sales, Billing, and Branch teams to ensure customer satisfaction.

Performance Monitoring & Reporting

• Monitor team KPIs (FTR, response/resolution times, CSAT) and present actionable reports to management for performance optimization.

Cross-Functional Collaboration

• Collaborate with Sales, Billing, Technical Support, and Branch teams to ensure seamless service delivery and issue resolution.

Process Improvement & Reporting

• Identify and implement process enhancements in collaboration with CXIT.
• Prepare weekly/monthly reports and analyze recurring issues to support long-term solutions and operational efficiency.

Training & Knowledge Management

• Design and lead training programs, promote knowledge sharing, and ensure access to up-to-date resources for effective customer service.

Quality Assurance & Customer Satisfaction

• Maintain high-quality standards in all customer interactions and use feedback to drive service improvements.

Technology & Tool Optimization

• Ensure optimal use of Omni-channel tools, collaborate with vendors, and support systems for efficient issue handling.

Customer Experience Enhancement

• Analyze trends and feedback to recommend improvements in overall customer support experience.

Application Deadline: 2025-04-26