Role and Responsibilities
Customer Service Supervisor
- Assist the manager in overseeing the team to ensure efficient operations.
- Support daily call center operations to enhance service quality.
- Manage team schedules to optimize workforce allocation.
- Proactively resolve customer issues to ensure satisfaction.
- Handle incoming phone calls, walk-ins, emails, and social media inquiries.
- Respond to customer requests and complaints in a timely and efficient manner.
- Regularly update system information to maintain data accuracy.
- Conduct follow-up calls with customers and coordinate actions/service recovery with various departments when necessary.
- Experience with ticketing systems is a plus but not required.
- Identify and assess customers’ needs to enhance satisfaction.
- Go the extra mile to engage customers and provide exceptional service.
- Proficient in Microsoft Office Excel for data analysis and reporting.
Requirements
- Passionate about customer service and dedicated to creating excellent customer experiences.
- Availability to work on weekends (Saturday or Sunday) and flexible hours.
- Familiarity with contact center operating systems; prior experience is a plus.
- Fluent in English and Mandarin, with excellent communication skills.
- Strong team player with the ability to support and motivate team members.
- Excellent problem-solving skills and a service-oriented mindset.
