Customer Service Supervisor 72 views

► Responsibilities:

• Participate in the development of customer relationship management, call centers, process and procedures
• Perform the direct phone call/ email/ letter with customer with customers for CS purposes, survey or complaint resolve
• Work with management on customer services initiatives
• Keep staffs from complying with company guidelines particularly related to process and quality of service
• Update or improve CS procedure and make recommendations.
• Prepare knowledge-based documents
• Provide scripts to read and answers customer during phone calls
• Oversee and assess customer service staff activities through regular performance-related feedback
• Training staff in area of customers service
• Elevate risk issues to management supports monitoring
• Investigate & solve customer service complain
• Collect data and prepare report on customers satisfaction, customer complain & inquiries
• Develop and maintain daily, weekly and monthly report to ensure all information is readily accessible
• Actively join customers events to build up and maintain good relationship with biker communities, groups…

► Requirements:

• Bachelor’s Degree, from 25 years old.
• At least 3 years of customer in customer services & previous experience in a supervisory role preferred
• Having working experience in automobile or motorcycle industry is a plus
• Extensive knowledge of customers service principles and procedures
• Ability to coach and mentor staffs
• Ability to deal with problems involving several concrete variables
• Define problems, collect data, establish facts and draw the valid conclusion
• Outstanding communication skills both written and verbal
• Excellent in phone etiquette
• Proficient in Microsoft office or related software

►  Benefits:

• Working time: average 22 working days / month
• Time: 08:00 AM – 17:00 PM

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