Customer Service Supervisor  

Job Summary:

We are looking for an experienced Customer Service Manager to lead a team of outsourced customer care and customer service agents and drive the timely resolution of customer concerns, complaints and inquiries via call, emails, and onsite visits with the clients.

Duties and Responsibilities:

• Manages the Customer Level Standards in all areas ensuring that:
  • Company SOP / Policy / Guidelines are properly implemented
  • Sales & Marketing promotion / activities are disseminated and understood by all customer care agents
• Customer complaints / issues / request are properly documented and posted in the system
• Manages the activities related to the following:
  • BCA Validation
  • SMS communication
  • Beauty Consultant database updating and management
  • CRM
• Meet monthly key contact centre performance goals for customer satisfaction, quality, productivity and key performance metrics.
• Ensure that customer questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.
• Report, analyze and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
• Stay informed of all new promotions, products and services and ensures that customer care agents are properly trained to handle questions about any of them.
• Build and maintain a positive working environment that attracts and retains high- quality staff.
• Support and promote all company and departmental sales, service and quality initiatives.

• Minimum of five (5) years work experience in a customer service / customer care from either Direct Selling / Hotel / Airline / Call Center Industry. The candidate must have good knowledge in principles, methods, procedures of handling customers through phone, email or face to face interaction.
• At least three (3) years of managerial/leadership role;
• Must possess a bachelors degree in eithe Mass Communication/ Business Studies / Commerce / Tourism
• Highly Proficient in the use of Microsoft Office
• Knowledgeable in Queue Management and Call Center Workforce Management
• Excellent English communication skills;
• Must excel in multi tasking and pay great attention to details
• Good problem solving & analytical skills
• High integrity, confidence and maturity.
• Always win-win focused
• Willing to work on extended hours