Team Supervisor - Customer Service Center
Location: Shanghai
Overall Responsibilities:-
Team Supervisor is responsible for team's daily operation job and ensure that the high quality service can be delivered by customer service representative to customers as company promised.
Team Supervisor is also responsible for looking for existing operation problem and defects, then determine the problem/defect priority, involve necessary internal functional department and work together to look for the suitable method which can be used to resolve the problem and ensure the quality of the service we provide will not be infected.
EXPERIENCE AND EDUCATION REQUIREMENTS
College Degree or Higher
3 years related experience in the Call Center Industry
Minimum of 1 year people management experience
In-depth knowledge of customer service business process and system
Strong computer operation skill especially on Excel
Must have good verbal and written communication skills
Experience in working with people on different levels
Strong communication skills in Chinese Mandarin and English or Japanese
Strong analytical and system thinking orientation
Customer and result oriented, open-minded, self-motivated and self-disciplined
Strong coordination and planning skills
Strong presentation and coaching skills
Solid Problem Solving skills
RESPONSIBILITIES:
1.Responsible for team's customer profile creation and maintenance.
2.Responsible for providing career path guideline to team member.
3.Responsible for monitoring team member's working status and use suitable and reasonable adjustment.to balance workload and improve efficiency.
4.Responsible for coaching, assigning mentor to new hire, monitoring new hire's growing up trend, ensure that new hire can deliver qualified service level in planed time period.
5.Responsible for collecting, documenting and sharing knowledge with team member.
6.Communicate with Training Supervisor and deliver the most updated knowledge.
7.Monitor daily operation, then find possible problem and use efficient methodology to resolve it.
8.Coordinate with other internal functional department and ensure the information exchanged between these departments and customer service representative is accurate and the whole process is effective enough.
9.Reasonable scheduling to fulfill daily incoming volume.
10.Analysis team's service quality and work with Training Supervisor together to make action plan to improve individual member's service level.
11.Provide department manager with suggestion and plan on how to improve the current operation process to align with company business increasing.
12.Handle customer service representative's escalate call and ensure customer's satisfaction, build up constructive and long term business relationship with existing and potential customers.
Interested Candidate, please send your resume to hr-dalian@orangetreeconsultancy.com |