Customer Service Representative handling compassionate aftercare services for pets at Gateway Services. Building relationships with veterinary clinics and ensuring exceptional service to pet parents.
About the role
- Customer Care Supervisor leading a team to enhance customer experience across Chat, Ticket, and Voice for Bosta's logistics services.
Responsibilities
- Supervise and support day-to-day operations for the assigned channels Chat, Ticket, or Voice.
- Monitor and manage team performance to achieve KPIs (CSAT, AHT, adherence, utilization).
- Conduct regular coaching sessions, performance reviews, and quality assessments with agents.
- Ensure all customer interactions meet Bosta’s tone of voice, service standards, and SLA.
- Promote a positive, motivating, and customer-centric team culture.
- Handle and document customer escalations and feedback.
- Share weekly summary reports with the Customer Care Manager.
- Support in implementing new tools, systems, or process improvements.
Requirements
- Bachelor’s degree in Business Administration, Communication, or a related field.
- Certification in Customer Service Management or Team Leadership is a plus.
- 2–4 years of experience in Customer Care or Contact Center Operations, with at least 1 year in a supervisory or team leader role.
- Experience in logistics, shipping, or e-commerce industries is highly preferred.
- Proven experience managing multiple communication channels (Chat, Ticket, Voice).
- Familiarity with customer experience metrics (CSAT, AHT, NPS, FCR).
- Strong leadership and people management skills.
- Excellent communication and problem-solving abilities.
- Ability to analyze performance data and translate it into actionable insights.
- Time management and multitasking under pressure.
- High customer empathy and conflict resolution skills.
- Proficiency in CRM and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
- Good command of MS Excel and reporting tools.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
CSR role connecting veterinary clinics with pet aftercare services. Building relationships, handling pets, and managing service delivery.
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