At a Glance
- Tasks: Lead a dynamic customer service team to enhance international support and problem resolution.
- Company: Join AirLife, a leader in breathing consumables dedicated to quality and innovation.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Embrace diversity and inclusion while driving continuous improvement in a collaborative team.
- Why this job: Make a real impact by improving customer experiences in the healthcare sector.
- Qualifications: 3-4 years in data analysis, leadership skills, and a passion for customer service.
The predicted salary is between 38056 - 46512 £ per year.
At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work.
The Supervisor for International Customer Service will have strong leadership skills to provide direction to the CS team in problem resolution, adherence to procedures, and process improvement in servicing our international distributors and direct customers. This position will also provide training on new and existing procedures to ensure CS staff are able to perform their duties. Delivering service excellence is a priority in this role whilst supporting internal and external customers.
Position Qualifications
- Strong process-oriented leadership with knowledge of existing tools and technology to simplify and improve service.
- Proven ability to advocate for customers and build relationships.
- Strong leadership skills to provide direction and management of CS team.
- Ability to analyze complex issues, perform root cause analysis, and prepare process improvements.
- Language skills in French, German, Italian or Spanish would be an advantage but not essential.
- 3-4 years of Data analytical experience.
- 0-2 years management experience.
- CS background in Healthcare/Pharmaceuticals.
- Bachelor’s degree or equivalent experience.
- Travel: Less than 5%.
Essential Duties and Responsibilities
- Provide clear direction, coaching, and performance management to support team development and achievement of AirLife goals.
- Align team’s objectives with AirLife priorities, ensuring compliance, promoting a culture of accountability, and upholding AirLife values.
- Take accountability and ownership for actively participating in recruitment processes and supporting fair treatment in disciplinary processes for your team.
- Drive continuous improvement by fostering innovation, operational excellence, and adoption of best practices within the team.
- Champion employee engagement, inclusion, and career development through regular check-ins, talent reviews, and succession planning.
- Manage your team’s budget responsibly and exhibit financial accountability.
- Provide leadership to CS staff in problem resolution, process guidance and resolving complaints with adherence to policy and procedures.
- Hire and train customer services specialists on new and existing procedures preparing CS staff to respond to customer needs, complaints and troubleshooting errors.
- Provide order fulfillment activities on a select number of key accounts as needed.
- Provide feedback on CS team performance, compliance with procedures and service to leadership and staff.
- Identify operational issues, opportunities for continuous improvement and recommend enhancements.
- Prepare metrics and reports for analyzing data to assist in process improvements, procedure changes, service levels and goals.
- Liaison with department leaders to maximize customer satisfaction through continuous improvement opportunities.
Other Responsibilities
- Uphold and embody AirLife’s values in all aspects of work.
- Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
- Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
- Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
- Contribute to building and maintaining a positive team environment.
- Assure all policies and guidelines are implemented and followed.
Quality Policy and DEIA
At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.
At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.
Please note: The responsibilities outlined above are not exhaustive and may evolve over time. The role holder may be required to undertake additional duties as reasonably expected to meet the needs of the company.
Customer Service Supervisor employer: AirLife
At AirLife, we pride ourselves on being an exceptional employer, fostering a culture of innovation and continuous improvement. Our commitment to employee growth is evident through comprehensive training programs and a focus on career development, ensuring that our team members thrive in a supportive environment. Located in a dynamic industry, we offer competitive benefits and the opportunity to make a meaningful impact on global healthcare, all while upholding our core values of customer first and accountability.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AirLife. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AirLife before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Supervisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AirLife:Your cover letter is your chance to shine! Tell us why you want to work at AirLife specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AirLife!
How to prepare for a job interview at AirLife
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
