Customer Service Team Lead
21 hours ago
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.
- 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.
- 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.
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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