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About this position

The Customer Service Excellence Supervisor is responsible for managing customer service and after-sales processes, ensuring high-quality service delivery, and driving team performance to meet company goals.

Responsibilities

• Manage customer service and after-sales management processes.
• Respond promptly to customer queries via email, live chat, video, phone, and social media channels.
• Identify common problems and escalate them to management, along with possible suggestions for improvement.
• Drive the team to boost sales via all social media and e-commerce platforms.
• Take ownership of team results and provide leadership by continuously monitoring traffic, highlighting discrepancies, and taking actions when necessary to achieve the company's goals and service level agreements.
• Drive team engagement and foster a safe and open environment where regular feedback is encouraged.
• Analyze monthly and yearly key performance indicators of the agency and promotion track to meet objectives.
• Create CRM strategies for customer loyalty and retention plans.
• Monitor campaigns, promotions, and events to ensure the best customer experience.
• Analyze customer feedback and market trends to continuously improve service quality and customer satisfaction.
• Work on ad hoc projects as assigned.

Requirements

• At least 5 years of customer service experience.
• At least 2 years in a management position.
• Bachelor’s degree in Business Administration, Communications, or a related field.
• Demonstrate an entrepreneurial mindset, interpersonal skills, result-oriented, cross-functional working spirit.
• Excellent communication, leadership, sales, and training skills.
• Good service mindset.
• Possess excellent time management and multitasking skills.

Benefits