Customer Service Shift Supervisor
Ferryhopper
·Yesterday
- Location
- Athens, Attica, Greece
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Experience
- 2+ years
- Source
- Workable
Description
Ferryhopper is an equal opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.
The Company
Ferryhopper is revolutionising online ferry booking, aiming to change the way people travel by ferry. We are collaborating with more than 360 ferry companies across 63 countries, bringing a fresh and seamless ferry booking experience. We always strive to cater to the needs of all travellers and keep improving our services.
If you want to know more about the team, read about Ferryhopper in a nutshell.
The role
At Ferryhopper, our Customer Service team is a high-volume, fast-paced hub where no two days are the same. Our mission is vital: we guide thousands of travelers through every step of their journey to ensure a seamless experience.
We believe that exceptional service goes beyond simply resolving issues it's about meeting customers where they are, providing support that exceeds their expectations.
We’re looking for two experienced customer service pros who are ready to lead that team. If you’ve always been the go-to person on your shift and you’re ready for the next step, we want to hear from you!
Responsibilities
- Keep your shift running smoothly and hit our customer satisfaction and resolution targets
- Allocate tasks and reprioritize in real time based on live data and incoming volume
- Support agents with complex or escalated cases, helping them make decisions and manage their workload effectively
- Coordinate force majeure situations such as strikes, extreme weather, and bulk changes, keeping agents, ferry operators, and leadership in the loop
- Spot blocking issues early, escalate them, and report shift performance to CS leadership
- Run shift handovers so the incoming shift knows about ongoing issues and important updates
- Handle shift-related issues such as coverage gaps, scheduling conflicts, and attendance
- Step in to handle customer requests during peak periods
- Suggest improvements to our processes and tools so the whole team works better