Customer Service Supervisor

Department: Customer Service
Position: 1
Qualification: Bachelor's Degree (BBA preferred)
Experience: 3–5 years (Supervisory experience preferred)

Job Overview

Stylo is seeking an experienced and responsible Customer Service Supervisor to lead its customer service team at Insignia Head Office in Lahore. The selected candidate will oversee daily operations, monitor team performance, manage customer complaints and refunds, and ensure high-quality customer support.

Key Responsibilities

1. Team Supervision & Performance Monitoring

• Supervise and guide a team of 4 Customer Service Representatives.

• Monitor daily performance, response times, call handling, and complaint resolution.

• Review call center reports and ensure compliance with KPIs.

• Provide support to team members during peak hours.

2. Customer Complaints & Refund Management

• Manage refund-related emails and voucher processing.

• Handle customer complaints across IME, TA, Shopify, and other platforms.

• Coordinate with Finance, E-commerce, Audit, and Retail departments.

• Manage order cancellations due to stock unavailability.

• Escalate sensitive and legal matters to the reporting manager.

3. Service Quality & KPI Management

• Monitor customer service performance and service quality standards.

• Maintain key performance targets, including:

  • Call Abandonment Rate: Below 5%

  • First Call Resolution: 85%

  • Customer Satisfaction Score: 90%

  • Complaint Resolution: 24–48 hours

  • Escalation Rate: Below 7%

• Identify complaint trends and recommend improvements.

• Ensure timely responses and effective complaint resolution.

4. Reporting & Process Management

• Prepare daily and weekly performance reports.

• Monitor paid orders, stock shortages, and cancellations.

• Maintain accurate refund, claim, and escalation records.

• Ensure proper documentation and smooth customer service operations.

Eligibility Criteria

• Bachelor's degree in Business Administration (BBA preferred).

• 3–5 years of relevant customer service experience.

• Previous supervisory experience is preferred.

Required Skills

• Team leadership and supervision.

• KPI monitoring and performance reporting.

• Customer complaint resolution and escalation management.

• Refund and stock-related complaint handling.

• Strong communication and coordination skills.

• Documentation and process management.

• Ability to work under pressure during busy periods.

• Maintaining customer satisfaction and service quality.

How to Apply

Interested and eligible candidates should apply through Stylo's official careers portal before the closing date.

🔎 Source: Official Careers Portal
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