We are seeking a proactive and experienced Customer Service Supervisor to lead our customer support team and ensure exceptional service delivery across all channels. You will be responsible for managing daily operations, driving service excellence, overseeing the team, and resolving escalated issues while continuously improving processes to enhance customer experience.
Key Responsibilities
- Lead, train, and motivate the customer service team to meet service standards
- Oversee day-to-day operations and ensure timely resolution of customer inquiries across phone, email, chat, and social media
- Monitor and report on team performance, customer satisfaction
- Handle complex customer issues and escalations professionally
- Improve workflows, processes, increase efficiency
- Collaborate with internal & external stakeholders
Requirements
- Customer service experience, ideally in logistics / 3PL industry
- Communication skills in English and ideally Mandarin as well
- Confident across phone, video, email, and live chat
- Customer-focused with high energy and a positive attitude
- Problem-solving and negotiation skills
- Results-drivenand well-organized, able to multitask
- Familiar with Microsoft Office
- Willing to work overtime whenever required
