Customer Support Supervisor  

Responsibilities

Management

• Inspire the team to contribute to the achievement of the company’s vision and mission
• Serve as a role model in exhibiting the Brother Global Charter and BICP core values

• Develop and recommend for approval of the group’s objectives and plans
• Direct, guide, develop, and motivate associates directly supervised and evaluate their performance
• Prepare correspondence, memoranda, and reports pertaining to the group’s activities
• Identify opportunities for continuous improvement of processes and procedures of the group
• Maintain good working relations with colleagues and other senior officers as well as with external entities regarding any matter affecting the operations of the group

Functional

Customer Service Support

• Deal with phone and e-mail inquiries, complaints, technical support from end-users, dealers, retailers, and corporate accounts
• Coordinate onsite repair schedules with the Customer Support Supervisor
• Initiate improvements in processes to provide real-time first level support to customers

Responsibilities

Functional (cont’d)

Reporting and Documentation

• Prepare and submit accomplished inbound and outbound monthly reports and monthly KPI reports
• Ensure that customer information are encoded and the extended warranty letters and stickers to customers are mailed
• Monitor resolved issues and complaints
• Maintain customer database for reference

Others

• Perform other duties that may be assigned by the immediate superior

Job Requirements

Education

• Bachelor’s degree in Engineering or Business related course.

Experience

• Three (3) years related experience in Customer Service - Team Lead with one (1) year in a supervisory capacity

Specific knowledge

• Computer proficiency
• Customer orientation, Communication skills, Leadership skills, People handling skills