The Customer Service Supervisor is responsible for managing a team of customer service agents, ensuring that SLAs, KPIs and other customer metrics are achieved in the highest quality across a variety of projects. Providing ongoing training and support to the team and to be the ‘Recognised Expert’ for relevant products, services & customer service processes.

Responsibilities

Support (direct impact)

• Provide Level1 support during live and non-live operations
• Provide Level-2 and supervisory support during live and non-live operations.
• Deliver clear, concise, and grammatically correct communication with customers, demonstrating a strong command of the English language
• Gain an understanding of Deltatre’s services and technology
• Continuously deepen your knowledge and stay consistently updated on the products and services your team supports
• Continuously deepen your knowledge and stay consistently updated on the processes and tools your team uses
• Provide prompt, timely, comprehensive, and transparent feedback on products, services, tool configurations and processes

People Development (Training, Evaluation & Feedback)

• To lead and motivate a highly skilled team of customer service agents
• Recruitment and training of customer service agents
• Provide ongoing structured training and coaching of customer service agents on new & exiting products and processes
• Ensure that each customer service agent is fully knowledgeable and consistently updated on products and processes
• Monitor productivity and quality output of customer service agents and consistently provide feedback to management
• Ensure SLAs, KPIs and other customer metrics are achieved or exceeded
• Manage and organize team capacity and processes during peak and off-peak periods
• Provide prompt, timely, comprehensive, and transparent feedback on each team members' performance and behaviour

Processes, Tools & 3rd parties

• Management of Zendesk (or similar ticketing system)
• Review customer feedback utilizing Zendesk data to ensure continuous improvements are implemented
• Liaise with internal and 3rd-party customer payment, subscription and account services
• Work with the commercial and technical teams on customer service projects, as required

• Leadership & Team Management: experience in leading, and training a customer service team, including involvement in recruitment
• Customer Service Expertise: ability to handle Level 1 and Level 2 support effectively
• Performance Management: proven track record of achieving SLAs, KPIs, and customer satisfaction targets
• Processes & Tools: hands-on experience with Zendesk (or similar ticketing systems) and ability to analyze customer feedback for improvements
• Collaboration Skills: ability to liaise effectively with commercial and technical internal teams, as well as external partners
• Problem-Solving & Feedback: strong analytical skills with the ability to provide clear, timely, and constructive feedback
• Communication Skills: strong written and verbal communication skills in English

We’re looking for someone who is:

• driven to push the boundaries and lead change and performance
• communicative to leave no-one in the dark and to work with your team successfully
• reliable so we know that we can call on you to meet deadlines
• passionate about the latest technologies and standards
• proactive to suggest improvements, identify and fix potential issues
• solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a 'can-do' approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don’t tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.