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About this position

The Customer Service Supervisor/Team Leader is responsible for supervising and mentoring a team of customer service representatives, ensuring high-quality service delivery and effective communication with residents and stakeholders.

Responsibilities

• Supervise and mentor a team of customer service representatives, providing guidance, training, and performance feedback.
• Schedule shifts, manage workload distribution, and ensure adequate staffing to meet service level objectives.
• Handle escalated or complex customer inquiries, complaints, and requests in a professional and timely manner.
• Coordinate and oversee services provided to residents, such as maintenance requests, facilities booking, and community events.
• Communicate regularly with residents, property management, and relevant stakeholders to provide updates, gather feedback, and address community needs.
• Enforce community rules, regulations, and policies related to resident interactions, property usage, and safety protocols.
• Conduct training sessions for customer service staff on service standards, communication skills, conflict resolution, and relevant software systems.
• Implement quality assurance measures, service standards, and performance metrics to evaluate team performance and customer satisfaction levels.

Requirements

• Bachelor’s degree in business administration, hospitality, or related field.
• Proven experience in customer service management or supervisory role, preferably in a residential or hospitality environment.
• Excellent communication skills, both verbal and written, with a customer-focused approach.
• Strong leadership abilities, with the ability to motivate and coach a diverse team.

Benefits