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Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.
Job Summary:
The Customer Support Supervisor oversees the customer support team, implements support strategies, and ensures customer satisfaction goals are met. They also analyze performance metrics to improve service quality.
Responsibilities:
Ensuring Customer Satisfaction
• Monitoring customer interactions and providing feedback to team members
• Handling escalated customer complaints and finding solutions
• Identifying areas for improvement in customer service processes
• Developing and implementing strategies to improve customer satisfaction
Managing Customer Support Operations
• Creating and maintaining customer support policies and procedures
• Analyzing customer service metrics and making recommendations for improvement
• Overseeing the handling of customer inquiries and requests
• Tracking and reporting on customer service performance to upper management
Collaborating with Other Departments
• Communicating with other departments to coordinate customer support efforts
• Providing input and feedback on product or service improvements based on customer feedback
• Working with sales and marketing teams to ensure a positive customer experience
Staying UpToDate with Industry Trends
• Conducting research on customer service best practices and industry trends
• Implementing new technologies or tools to improve customer support processes
• Attending conferences or workshops to stay informed on industry developments
Managing Budget and Resources
• Creating and managing the customer support budget
• Overseeing the allocation of resources, such as equipment and staff, for optimal customer service
• Identifying cost saving opportunities without compromising on customer satisfaction.
Team Management:
• Understand team dynamics and effective management practices. Supervisors should be adept at balancing individual tasks with overseeing team performance.
• Conflict Resolution: Ability to address conflicts within the team professionally and constructively.
• Motivational Skills: Inspire and motivate team members to achieve their best.
Adaptability:
• Supervisors often encounter changing priorities and unexpected challenges. Being adaptable and flexible is crucial.
• Decision Making: Make informed decisions based on organizational goals and guidelines.
High Impact Behaviors:
• Leadership by Example: Supervisors should model the behavior they expect from their team. This includes demonstrating a strong work ethic, integrity, and commitment to the organization’s values.
• Team Engagement and Development: Supervisors need to actively engage their team members, recognizing their strengths and providing opportunities for skill development. This also involves offering constructive feedback and fostering a supportive team environment.
• Operational Efficiency: Supervisors should strive for continuous improvement in processes, ensuring that the team works efficiently and effectively. This includes setting clear goals, monitoring progress, and adapting strategies as necessary.
Qualifications:
• A bachelor’s degree in Marketing, Communications, Journalism, Public Relations, Economics, or a related field with at least 4 years experience, with at least 1 year experience as a people manager or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Advanced experience in process improvement or a related area, with a demonstrated understanding of Lean Six Sigma methodologies.
• Proficiency with statistical analysis software, such as Minitab, and the ability to map and analyze workflows and processes.
• Strong problem-solving and analytical skills to identify issues and develop effective solutions.
• Excellent verbal and written communication skills to report findings and make recommendations.
• Ability to work collaboratively in a team environment and contribute to group projects.
Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
