Customer Service Supervisor

About the role

The Customer Service Supervisor will lead the daily operations of the Customer Service Representative team, ensuring that inbound leads are promptly handled and accurately recorded in the CRM. This role works closely with sales, marketing and field agents to maintain high service standards and drive lead conversion.

Key responsibilities

• Assign tasks, monitor performance, attendance and ensure compliance with company SOPs.
• Ensure all inbound leads are attended to promptly and accurately recorded in the CRM.
• Monitor lead qualification, assignment and timely follow‑up; guarantee no lead is left unattended.
• Maintain high customer service standards and resolve escalated customer concerns.
• Coordinate property visits between buyers and field agents, track outcomes and collect feedback.
• Maintain accurate and up‑to‑date CRM records and proper documentation of customer interactions.
• Prepare daily, weekly and monthly reports on lead management, follow‑ups, site visits, team performance and lead conversion.
• Coordinate with buyers, agents, sales, marketing and listing officers to ensure smooth lead management.
• Support continuous improvement of customer service processes and CRM usage.
• Handle customer escalations, ensure compliance with company policies and perform other duties assigned by management.

Required profile

• At least 24 months (2 years) of experience in customer service or a supervisory role.
• Proven ability to monitor team performance, attendance and compliance with SOPs.
• Experience handling escalated customer issues and coordinating cross‑functional activities.
• Familiarity with lead qualification, follow‑up processes and CRM record‑keeping.

Required skills