What are the responsibilities and job description for the Supervisor, Cust Svc CSC position at Merck?
As a Customer Service Supervisor, this employee will play a key role in managing the day-to-day activities of our customer service operations to develop our customer base through excellence in customer service. This will involve staff development, process management, and goal attainment. The Supervisor will also be responsible for leadership of the team, training staff, monitoring productivity, and ultimately improving the Key Performance Indicators for which they are responsible.
- Training CSRs to deliver reliable and repeatable outcomes
- Monitoring staff productivity, coaching staff
- Serving as a backup when other employees are out due to illness, vacation, etc.
- Making decisions as needed off-hours or without supervision
- Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty
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