Customer Service Supervisor

Job Responsibilities

• Be responsible for the team's daily management, schedule, task assignment and supervision of the team performance; organize regular team training, provide targeted guidance and coaching to improve the team's professional capabilities.
• Monitor the service data of the team and deliver the weekly review; promote the improvement of service quality and business processes, supervise the implementation of the service solution, and be responsible for the results.
• Identify customer experience pain points, accurately analyze core service issues, collaborate with relevant departments to formulate optimization plans; standardize the handling process of complex issues to ensure consistent team services.
• Handle complex inquiry and escalated complaints, provide solution guidance to ensure customer problems are resolved satisfactorily, and respond promptly to and handle emergencies.
• Effectively identify and judge potential ri...