Customer Service Supervisor
1 week ago
Job description:
Customer Service Supervisor – Front Desk (After Sales) (Not BPO)
Job Overview
The Customer Service Supervisor – Front Desk (After Sales) oversees daily front-line after-sales operations to ensure a consistently high level of customer satisfaction. This role is responsible for supervising front desk staff, handling escalated customer concerns, and ensuring after-sales service processes are carried out efficiently, accurately, and professionally. The ideal candidate is proactive, solution-oriented, and experienced in leading customer service teams.
Key Responsibilities
- Supervise, guide, and motivate front desk staff to maintain excellent service standards and professional conduct.
- Ensure prompt and effective resolution of customer inquiries, complaints, returns, warranty claims, and other after-sales concerns.
- Establish, implement, and continuously improve standard operating procedures for after-sales services.
- Handle and resolve escalated customer issues by providing timely and appropriate solutions.
- Coordinate closely with internal departments such as Sales, Logistics, and Technical Support to ensure seamless service delivery.
- Monitor, analyze, and report customer service performance metrics to identify improvement opportunities.
- Conduct regular training and coaching sessions to enhance team product knowledge, service skills, and policy compliance.
- Maintain accurate records and documentation of customer interactions, cases, and resolutions.
Qualifications
- Bachelor's degree in Business Administration, Hospitality Management, or a related field.
- At least 2–3 years of customer service experience, preferably in a supervisory or team leadership role.
- Strong communication, interpersonal, and problem-solving skills.
- Proven ability to manage high-pressure situations and resolve conflicts effectively.
- Knowledge of after-sales operations, warranty handling, and return processes is an advantage.
- Proficient in MS Office applications and customer service or CRM systems.
Job Type: Full-time
Benefits:
- Company events
- Employee discount
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
Education:
- Bachelor's (Preferred)
Experience:
- Customer Service Representative: 1 year (Preferred)
Work Location: In person
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