Customer Service Team Lead

21 hours ago


Singapore HOYA LENS (S) PTE LTD Full time
Job Title: Customer Service Supervisor

Job Summary:

We are seeking a highly skilled and experienced Customer Service Supervisor to join our team at HOYA LENS (S) PTE LTD. As a Customer Service Supervisor, you will be responsible for overseeing the daily operations of our customer service team, ensuring exceptional service delivery, and fostering a positive team environment.

Key Responsibilities:

Supervisory
  • Lead and supervise a team of customer service officers, ensuring they comply with company guidelines and provide exceptional service to our customers.
  • Develop and implement training programs to improve customer service officers' communication skills and proficiency with in-house systems and tools.
  • Provide coaching and guidance to customer service officers to ensure they meet performance expectations.
  • Act as a point of contact for escalated customer inquiries and complaints.
  • Coordinate daily workload with the customer service team to ensure efficient service delivery.
  • Continuously review and improve standard operating processes and workflows to increase customer satisfaction.
Customer Service
  • Manage incoming phone calls, assess customer needs, and provide solutions to achieve customer satisfaction.
  • Build and maintain sustainable relationships with customer accounts through open and interactive communication.
  • Resolve product or service problems by clarifying customer complaints, determining the cause, and explaining the best solution.
  • Handle reports related to complaints, feedback, and product issues from internal and external sources.
  • Ensure all orders are entered accurately and efficiently.
Back-end Processing
  • Receive and process incoming orders through various channels, ensuring timely and accurate processing.
  • Track orders, liaise with the factory, and update customers on estimated delivery timing.
  • Coordinate with internal departments and external parties to ensure timely service delivery.
Qualifications

Education:

  • Diploma in Optometry or equivalent.

Experience:

  • Preferred 2 years of relevant working experience in optical retail.
  • Familiarity with Microsoft Office products (e.g., Word, Excel, PowerPoint).
  • Customer service experience is an advantage.
  • Supervising experience is an advantage.

Behavioral Attributes:

  • Strong phone contact handling skills and active listening.
  • Strong problem-solving ability.
  • Ability to work in a fast-paced environment.
  • A team player with great interpersonal skills.
  • Positive attitude.

Work Arrangement:

  • Able to work overtime as needed.
  • 5.5 days' work week (alternate Saturday):
  • Monday, 9:00 am – 7:00 pm.
  • Tuesday – Friday, 9:00 am – 5:30 pm.
  • Saturday, 9:00 am – 1:00 pm.


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