Customer Service Supervisor Duties & Responsibilities

The role and function of a Customer Service Supervisor includes the following duties and responsibilities:

Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
Strategizing and monitoring daily activities of customer service operation.
Investigating and solving customer service complaints.
Assisting with development and implementation of service policies, and explaining these to staff and customers.
Maintaining documentation pertaining to customer service department activities.
Assisting customer service staff with duties where required.
Training staff in areas of customer service and company policies.
Managing cashier coverage and customer flow to ensure proficient customer service.
Monitoring and authenticating returns, exchanges and voids.
Performing additional duties where needed.

Note that this is not an exhaustive list of Customer Service Supervisor duties and responsibilities. Job functions for specific Customer Service Supervisor roles may vary, depending on the industry and type of employer.

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