Customer Service Supervisor

7 days ago


Singapore SEACON SOLUTIONS PTE. LTD. Full time

The Customer Service Supervisor will oversee and assist customer service employees in the performance of their job duties as responding to customer inquiries and resolving issues or complaints.

**Supervisory Responsibilites**:

- Hire entry-level customer service employees.
- Trains new employees in the companys customer service policies, procedures, and best practices.
- Organizes and oversees the schedules and work of assigned staff.
- Conducts performance evalutions that are timely and constructive.
- Handles discipline and termination of employees as needed and in accordance with company policy.

**Duties/Responsibilities**:

- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particulary related to quality of services.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that representatives are informed about changes to company products and services.
- Collects data and prepares reports on customer complaints and inquiries.
- Prepares monthly reports summarizing the assgned customer service teams performance.
- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
- Assists with budget preparation for the Customer Service Department.
- Performs other related duties as assigned.



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