Client Support Supervisor
Role title: Client Support Supervisor
Reports to: Client Support Manager
EML Payments is a global leader in payments technologies, turning everyday interactions with businesses into exceptional experiences.
EML creates awesome, instant and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion.
The Client Support Supervisor will lead a team of CSR employees.
Communicates company goals, safety practices, and deadlines to team.
Motivates team members and assesses performance.
Provides help to management, including hiring and training, and keeps management updated on team performance.
Key areas of responsibility are:
, Support the Client Support Manager by managing the day to day operations of the Contact Centre Team ensuring at all times we are delivering a work class service via all channels.
, Taking ownership with escalations and complaints in an efficient and effective manner further enhancing the processes currently in place
, Working alongside the Customer Support Manager in developing the team, managing and monitoring team performance, handling day to day HR queries
, Monitor call quality and customer interactions, highlighting development areas and feeding back improvement areas via coaching/121 sessions.
, Oversee and action all customer contacts (calls, chats, emails etc) where required to achieve/maintain service levels.
, Flexible working to cover all shifts in line with business needs over 7 days
, Collate management information as requested by the Client Support Manager
, Handle technical and IT related queries generated by Cardholders and Client working closely with the EML IT teams in Newcastle and the USA
, Training the team on new updates, regulations, products, services and systems
, Working closely with internal and external stakeholders
, Deputise for the Customer Support Manager
Qualifications and Experience
, Understanding of IVR, and Call Handling Software
, Microsoft Applications proficient
, ePOS/mPOS systems experience
, Line Management experience preferred but not essential
, Excellent problem-solving skills
, Excellent communication skills in English
, Contact centre experience or experience handling regular telephone and e-mail customer contacts.
, Customer oriented
, Understands complex issues and has the ability to investigate
, Solution focused
, Strong written and oral communication skills.
, Proven track record in customer service environment
, Experience managing 3rd party suppliers
, High level of organization skills and ability to manage multiple tasks and requirements at one time.
, Ability to effectively communicate with clients at a senior level.
, A fluency in Spanish would be an advantage-but not essential
Integrated into our Core Values is EML's commitment to diversity and inclusion.
EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.
We believe in understanding and respecting differences.
This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability.
Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.
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