Customer Services Supervisor (SEA Shared Service)

Job Overview

The SEA Customer Services Supervisor role will be responsible for customer service operations for Chagee SEA across Southeast Asia. This position involves ensuring quality in service delivery, ability to handle customer inquiries and issues, and implementing initiatives to improve customer satisfaction. The ideal candidate will have a strong background in customer service management within the retail sector, particularly in the food and beverage industry.

Key Responsibilities

• Customer Service Management: Oversee customer service operations across all SEA retail locations to ensure high standards of service delivery.
• Customer Inquiries: Handle customer inquiries and issues efficiently, providing timely and effective solutions.
• Service Improvement: Identify opportunities for improving customer service processes and implement changes to enhance customer satisfaction.
• Training: Train and educate retail staff on customer service protocols, standards, procedures, and best practices.
• Feedback Management: Collect and analyze customer feedback to identify trends and areas for improvement.
• Documentation: Maintain accurate records of customer interactions, feedback, and resolutions.
• Issue Resolution: Investigate and resolve complex customer service issues, implementing corrective actions as necessary.
• Collaboration: Work closely with the SEA Customer Services Manager and other team members to ensure alignment with overall business objectives and strategies.
• Reporting: Prepare detailed reports on customer service performance, providing insights and recommendations to the SEA Customer Services Manager.

Preferred Skills

• Knowledgeable of customer service principles and practices in the retail sector, particularly in the food and beverage industry.
• Good problem-solving and analytical skills.
• Proficiency in using customer service management software and tools.
• Excellent analytical and problem-solving skills.
• Outstanding communication and organizational skills.
• High degree of accuracy and attention to detail.
• Proven ability to manage multiple tasks and deadlines.
• Experience in customer service operations in a retail environment.
• Strong teamwork and collaboration skills.