Customer Service Supervisor
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Job Summary:
To lead and motivate the customer service team to ensure high standards of service quality and customer satisfaction, and at the same time continuously improve service efficiency and team performance by optimising customer service processes and strategies.
Job Responsibilities:
1, co-ordinate the overall operation of customer service business;
2、Responsible for the customer service team task allocation, personnel recruitment and KPI indicators to complete the supervision;
3、Responsible for dealing with the customer service team encountered unexpected or emergency events;
4、Responsible for coordinating communication and cooperation with other departments to ensure the quality and efficiency of customer service;
5, pay attention to the customer service team personnel's thought dynamics, timely and good psychological counselling and positive guidance, explore and cultivate customer service talent.
Qualifications:
1、Bachelor degree or above;
2, more than 2 years of customer service supervisor and related work experience;
3、Have good cross-team communication skills and resource integration ability, able to promote the landing of complex projects;
4, with a strong sense of customer-centricity, sensitive to customer needs, concerned about customer experience, the courage to break through and try new service models;
5、Familiar with customer service operation system, with service design and innovation ability.
About the team:
The after-sales department of BYD Malaysia is mainly responsible for after-sales service planning and management, including customer service, spare parts, technology and others of after-sales business policy, technical support, business assessment and improvement, etc. The work of the after-sales department is aimed at improving customer satisfaction and loyalty, ensuring the quality and reliability of the products or services after sales, handling customer inquiries, complaints and claims, optimizing after-sales service processes, and improving operational efficiency.