Customer Service Supervisor

Customer Service Shanghai, China


• Set clear objectives for Customer Service Advisers and manage their quantitative and qualitative performance
• Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary
• Act as point of escalation for team for customer complaint and IT related support resolution • Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education
• Manage team attendance and report any discrepancies to Work Force Manager
• Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
• Work closely with global CS Supervisors to ensure consistency of training and process
Key skills and experience´╝Ü
• Experience in customer service managing a team, preferably in a luxury fashion retail, hospitality or e-commerce environment;
• Excellent verbal and written communication skills in English and Mandarin; Cantonese or Korean will be a plus
• Ability to work under pressure in a fast-paced environment;
• Ability to lead and motivate a team;
• Self-motivated, confident and articulate;
• Passion for fashion and a good understanding of fashion brands;
• Proficient user of IT systems, both customer service specific and windows packages;
• Strong listening skills;
• Positive approach to change and can-do attitude to drive business results;
• Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed