E-Commerce Customer Service Supervisor

Job Summary:

The E-commerce Customer Service Supervisor will manage a Customer Service team across multiple channels, ensuring high-quality support and customer satisfaction. This role focuses on team coaching, handling escalations, monitoring performance, and driving process improvements to deliver excellent customer experiences.

Key Responsibilities:

Team Leadership & Management

● Supervise and mentor a team of customer service representatives across multiple channels (email, phone, chat, social media)

● Conduct regular one-on-one meetings, performance evaluations, and provide ongoing coaching and feedback

● Create and implement team schedules to ensure adequate coverage across all time zones and peak periods

● Lead team meetings and training sessions to improve product knowledge and service skills

● Handle escalated customer issues and complex technical inquiries that require supervisor intervention

Customer Experience & Quality Assurance

● Monitor and evaluate customer interactions to ensure adherence to company standards and service level agreements

● Develop and implement quality improvement initiatives to enhance customer satisfaction scores

● Analyze customer feedback and service metrics to identify trends and areas for improvement

● Collaborate with product development teams to communicate customer insights and feature requests

● Ensure timely resolution of customer complaints while maintaining high satisfaction ratings

Operations & Process Improvement

● Maintain comprehensive knowledge of RENPHO's product lineup including smart scales, massage devices, and wellness equipment

● Develop and update customer service procedures, scripts, and knowledge base articles

● Track and report on key performance indicators including response times, resolution rates, and customer satisfaction scores

● Implement process improvements to increase efficiency and reduce customer effort

● Coordinate with technical support and product teams to resolve complex customer issues

Training & Development

● Design and deliver onboarding programs for new customer service team members

● Create and maintain training materials on product features, troubleshooting procedures, and company policies

● Stay current on product updates, app functionality, and integration procedures to train team effectively

● Facilitate cross-training opportunities to ensure team versatility and coverage

Required Qualifications:

Experience & Education

● Bachelor's degree in Business, Communications, or related field preferred

● Customer service experience with at least 3 years in a supervisory or team lead role

● Experience with consumer electronics, smart devices, or health/fitness technology strongly preferred

● Proven track record of managing customer service teams and improving performance metrics

Technical Skills

● Proficiency with customer service platforms (Zendesk, Salesforce, AI Desk, or similar CRM systems)

● Strong computer skills including Microsoft Office Suite and Google Workspace

● Experience with live chat, social media management, and omnichannel support systems, familiar with Amazon and Shopify platform

● Basic understanding of mobile apps, Bluetooth connectivity, and smart device troubleshooting

Core Competencies

● Excellent written and verbal communication skills with ability to explain technical concepts clearly

● Strong problem-solving abilities and analytical thinking for complex customer issues

● Leadership skills with experience coaching and developing team members

● Ability to work in a fast-paced environment while maintaining attention to detail

● Cultural sensitivity and ability to work with international customers across different time zones

Preferred Qualifications

● Previous experience in health, fitness, or wellness industry

● Process improvement certifications

● Experience with social media customer service and community management

● Knowledge of FDA regulations and health device compliance requirements

Job Type: Full-time

Pay: Php45, Php60,000.00 per month

Benefits:

• Flexible schedule
• Opportunities for promotion
• Promotion to permanent employee
• Staff meals provided

Work Location: In person