Customer Service Supervisor

ThePosition

This position isresponsible for overseeing the daily operations of the customer service team,ensuring exceptional service delivery, and fostering a positive teamenvironment. Supporting Eye care Practitioner (ECP) by addressing any concernsand feedback may have with empathy and professionalism.

MajorResponsibilities

Supervisory

·Overseeand supervise a team of assigned customer service officers and ensurescomply with company guidelines particularly related to quality of service.

·Improve Customer Service Officers communicationskills by conducting training on Hoya’s ophthalmic lenses and optics relatedtopics.

·Proficiency with all the in-house systems andtools, provide training and coaching to Customer Service Officers.

·A pointof contact for demanding customer inquiries or complaints that requireescalation beyond the Customer Service Officers.

·Coordinate daily workload with customer serviceteam according to operation plan.

·Continuously review standard operating processesand workflows to identify ways to improve and increase customer satisfaction.

·Manage incoming phone calls, identify, andassess customer’s needs to achieve satisfaction.

·Build sustainable relationships and trust withcustomer accounts through open and interactive communication.

·Resolve product or service problems byclarifying customer’s complaint, determining the cause of problem, andexplaining the best solution to solve the problem, expediting correction oradjustment, and follow up to ensure resolution.

·Handling reports related to complaints, feedbackand product issues from internal and external.

·Ensure all orders are entered in a timely,efficient, and accurate manner.

·Receive and process incoming orders throughphone calls, emails, fax, and online ordering system. And ensure that customerorders are processed in an efficient, accurate and timely manner.

·Ensure proper tracking on all the orders, liaisewith factory, and updates customer on the estimated delivery timing.

·Coordinate & liaise closely with variousinternal departments & external parties to ensure timely service deliveryfor customers

·Other duties may be assigned as business needsarise.

·Education:

o Diplomain Optometry or equivalent

·Experience:

o Preferred2 years of relevant working experience in optical retails

o Familiarwith the use of Microsoft Office products (e.g.: Word, Excel & PowerPoint)

o Customerservice experience is an advantage

o Supervisingexperience is an advantage

·Behavioral attributes:

o Strongphone contact handling skills and active listening.

o Strongproblem-solving ability

o Abilityto work in a fast-paced environment.

o Ateam player with great interpersonal skills.

o Positiveattitude.

·Others:

o Ableto work overtime (as needed based on business requirements)

o 5.5days’ work week (alternate Saturday):

o Mon,9.00am – 7.00pm

o Tues– Fri, 9.00am – 5.30pm

o Sat,9.00am – 1pm

• Flexible hours available
• 2-3 years of relevant work experience required for this role
• Working rights required for this role
• Expected salary: $3,700 - $4,200 per month