Customer Service Supervisor/Manager is responsible for overseeing the daily operations of the customer service team to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. This role includes supervising staff, monitoring performance, and implementing service procedures to optimize productivity and quality through the use of Mandarin native language, to senior professionals in China, Taiwan and other Mandarin speaking counterpart and clients.
Key Responsibilities:
- Supervise and support a team of customer service representatives (CSRs), including scheduling, coaching, and performance evaluation.
- Monitor daily workflow and ensure that customer service representatives are meeting service level standards.
- Handle escalated customer complaints or complex inquiries in a professional and effective manner.
- Train new hires and conduct ongoing training sessions to ensure staff are up-to-date with policies and procedures.
- Develop and implement customer service policies and procedures that enhance the customer experience.
- Analyze customer feedback, metrics, and team performance data to identify areas for improvement.
- Collaborate with other departments (sales, technical support, etc.) to resolve customer issues and streamline service.
- Prepare reports and performance reviews for upper management as needed.
- Ensure the team adheres to company policies, industry regulations, and customer service best practices.