Customer Service Supervisor

The company

Clients range from single-location retailers to franchise groups with hundreds of stores, all running our point-of-sale and loyalty software.

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Customer Service Supervisor answers customer calls, chats and emails about orders, billing and account changes. You can work from home anywhere in France. We have no office requirement.

Duties

• Meet targets for handle time, quality score and customer satisfaction
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Update customer records accurately
• Answer inbound calls, live chats and emails from a queue

Skills and experience

• 7+ years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• Reliable attendance. Schedule adherence is tracked
• Comfortable using multiple screens and systems at the same time
• Clear speaking voice and good listening skills
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Preferred

• Chat support experience
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Compensation and benefits

• Health insurance (mutuelle) covered at 60%
• RTT days
• Overtime paid
• Remote work allowance

We look at every application, usually within a week.

Candidates must be eligible to work in France.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Est Labs.