Customer Services Supervisor

JOB SUMMARY: We are looking for a Customer Services Supervisor to lead and oversee our frontline support team. This role is responsible for ensuring daily service operations run smoothly, delivering excellent customer experiences, and driving continuous improvements in service quality and team performance.

KEY RESPONSIBILITIES:

• Supervise the day-to-day operations of the customer service team to ensure service quality and target achievement;
• Coach, train, and support team members in handling inquiries, issues, and complaints effectively;
• Handle complex or escalated customer cases and ensure prompt, professional resolution;
• Implement and maintain customer service standards, procedures, and policies to ensure consistency;
• Monitor key performance indicators (response time, resolution rate, CSAT, etc.) and provide feedback for improvement;
• Collaborate with cross-functional teams to address customer pain points and optimize workflows;
• Support the development and execution of customer loyalty and retention programs;
• Analyze service performance data and prepare regular reports for management review;
• Stay current with industry trends and customer service technologies to propose improvements;
• Take part in projects or tasks assigned by the BOD.

JOB REQUIREMENT:

• Minimum 5 years of experience in customer service, including 3+ years in a supervisory or management role (experience in call centers or tech-driven environments is preferred);
• Strong command of English in all four skills (listening, speaking, reading, writing);
• Proficient in customer service software, CRM systems, and multi-channel platforms (app, hotline, chat, email, social media);
• Bachelor's degree in Business Administration, Communications, or a related field;
• Demonstrated experience in complaint resolution and leading high-performance teams under pressure;
• Analytical mindset with experience using data to improve service delivery;
• Strong problem-solving skills, attention to detail, and customer-oriented communication;
• Have a personal laptop for work.