Customer Service Supervisor

Job Description

• Manage Customer Service activities
• Measuring, monitoring & evaluating Service Level of all agents to ensure target achievement
• Create weekly Service Level reports
• Carry out supervision & call monitoring of Customer Service Agents
• Ensure that all Agents receive updated information
• Follow up on “escalated calls” to resolve consumer complaints or on-the-spot questions that agents cannot answer.
• Handling consumer complaints including resolution
• Ensure every complaint is resolved

Requirements

• Have a minimum of 3 year work experience in a Customer Service, Service Quality, or Customer Experience position
• Mastering with Ms. usage experts. Office, especially the use of Ms. Excel (Vlookup, Hlookup & pivot table)
• Have good communication skills and easy to adapt to new environments
• Have good problem solving skills
• Have the ability to work together in a good team