About the role
As a Customer Service Desk Supervisor, you will lead a team of 8 to 10 Customer Service Desk Agents. This is a hands-on role: you will act both as a supervisor and as an active agent, supporting daily operations while guiding your team to deliver excellent customer service.
RESPONSIBILITIES
- Supervise and coach a dedicated team of Customer Service Desk Agents, including conducting performance reviews, supporting recruitment, creating development plans, and providing daily mentoring.
- Actively participate in daily customer service desk activities, handling customer inquiries, RMAs, and complaints alongside your team.
- Ensure timely, efficient, and accurate management of RMAs (from collection to invoicing) and complaint resolution.
- Monitor team KPIs using Visual Management tools, identify deviations, and apply problem-solving techniques to close gaps and achieve targets.
- Drive continuous improvement in customer satisfaction and service quality.
- Foster a collaborative, inclusive, and high-performing team culture.
EDUCATION/EXPERIENCE REQUIREMENTS
- Bachelor’s degree or proven experience in Customer Support.
- Experience managing people in an international environment is preferred.
SKILLS & COMPETENCIES
- Strong digital literacy, especially with MS Office.
- High accuracy in generating and processing data.
- Excellent communication and customer handling skills.
- Proactive problem-solving attitude.
- Ability to balance supervisory duties with direct customer support tasks.
WHAT WE OFFER
- A multicultural and informal environment focused on inclusion and diversity.
- Full-time contract with a hybrid work model (minimum 3 days in office, 2 days remote).
- Flexible office hours (start between 7:30–9:00 am, end between 4:00–6:30 pm).
- Opportunities for growth and development within a global company.
- Access to Fortive Business System tools, with the possibility to become a specialist or champion.
- Leadership training, coaching, and mentoring programs.
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