Job DescriptionJob Title : Supervisor, Customer CareReports To : Manager / Senior Manager, Customer CarePosition Location : TaipeiPosition ObjectiveReporting to the Customer Care Manager / Senior Manager, the Customer Care Supervisor is responsible for the day-
to-day leading, supervising and coaching of a team of Customer Care Representatives (CCRs) providing customer support to customers and channel partners.
You will carry out supervisor responsibilities in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality.
You understand our Customer Care role and contribution in the commercial go-to-market strategy and own the Customer Experience.
You are professional at all times, and capable of thriving under pressure, in a fast paced team environment. At all times, you place our Customers First.
Essential FunctionsWork with the Customer Care Manager / Senior Manager to set team goals, formulate plans to achieve and track results.
Oversee daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits)Lead, motivate, coach and supervise the Customer Care Team.
Hiring and on-boarding of new employees.Conduct team meetings, and one-on-one with direct reports.Support employee career development, identify training opportunities, and perform performance reviews.
Identify key contributors, top performers and develop talent for succession planning.Foster teamwork and build a safe environment which encourages trust.
Plan, prioritize, direct and review team work flow and project assignments periodically.Ensure Key Performance Index (KPI) is met.
Conduct audit check on work and determine additional training and counseling that may be required, including implementing solutions to improve results.
Own escalated customer issues, conducting root-case-analysis of situations to determine best use of approach and resources, and follow through to resolution within escalation turnaround time of 24 hours.
Apply Practical Process Improvement (PPI) methodologies and lead continuous improvement initiatives in pursuit of excellence.
Identify process gaps and issues, recommend improvement and system enhancements for greater efficiency and productivity.
Be a CAS (Customer Allegiance) ambassador for creating positive customer experiences. Make joint customer visits with sales team where necessary to solicit VoC (voice of customers) and grow business relationships with customers.
Review CAS data, initiate customer contact to investigate complaints / appreciate positive feedback and facilitate required changes to drive improvement.
Provide regular internal communications on Customer Experience initiatives, and calls to action.Lead and / or participate in cross-
divisional / company-wide customer experience initiatives or projects.Engage regularly with commercial and functional leaders / stakeholders.
Support sales and marketing teams in promotions and offering functional expertise where applicable.Ensure strict compliance to company policies and procedures (code of conduct, ethics and compliance, customer service level agreement, order fulfillment processes, etc.
and maintain a good record of documentation for audit purpose.Any other tasks or projects will be assigned appropriately by the Customer Care Manager / Senior Manager.
Be an effective Change Agent, who lead by example and know how to handle periods of change. Lead the team through such periods, displaying motivating and encouraging behavior.
Be a trusted business partner to functions (i.e. sales, marketing, accounting, etc.) and build strong relationships with the functional leaders.
Understand the business strategy of the business divisions and work with the commercial sales team to contribute to organic growth.
Required Experience, Skills and Competencies : Education, Experience & SkillsA Diploma or Bachelor’s Degree in Science / Business / Supply Chain disciplines.
4 to 5 years of cross-functional Customer Care experience, with at least 2 years of supervisory leadership.Proven track record of process improvement and performance management.
Good written and verbal communication skills in English and Chinese / Mandarin. Any additional languages will be an added advantage.
Knowledge of Oracle Enterprise One (E1) and / or SAP will be an added advantage.Our ideal candidate embodies the following traits and values : Customers First, Always.
Owns the customers.Commercial Acumen. Understands Customer Care’s role and contribution in the commercial go-to-market strategy.
Recognizes the impact of recruiting and retaining customers and how the lifetime value of each customer is the most important driver of long-
term success.Market Savvy. Keenly aware of markets, trends and competitors. Good idea of how the company fits within the competitive landscape.
Drive for Results. Executes plans and meets short and long-term objectives. Drives metrics and key performance indicators.
Decisive. Understands the economic impact of decisions on the customer and company. Able to move projects and team forward in ambiguous situations.
Acts promptly to resolve pressing problems.Proactive. Generates ideas for improvement and follows up with action. Takes initiative.
User-Centered Innovation. Passionate, Curious & Inquisitive. Approaches problems from a customer perspective. Develops solutions with sustainable and scalable results.
Innovation-minded.Strategic Thought Leadership. Future-oriented. Thinks in terms of the big picture and sees how all pieces fit together.
Colleague Collaboration. Communicates openly and positively. Works with others toward a common goal. Values diversity. Creatively cross pollinates ideas from a diversity of colleagues.
Manages Change. Greets changes as opportunities. Drives change effectively. Sustains high energy and a positive attitude in the face of challenges.
Integrity. Honor commitments, communicates openly and demonstrates the highest ethical standards. Authentic and leads by example.
Inspirational. Brings out the best in team.Relationship Building. Collaborates well with others. Builds effective business relationships.