Customer Care Supervisor

*Key activities:
 Act as a direct point of contact for escalated issues from Key Account Customer Service Team.
 Visit customers for relationship building and issue resolution.
 Collaborate with Key Account Customer Service team, evaluate customers' complaints and ensure that they are dealt with expeditiously and satisfactorily.
 Work closely with the Customer Service Manager to communicate, implement and co-ordinate company policies and procedures to Customer Care team and ensure compliance.
 Handle escalation to other functions.
 Liaise closely with Customer Contact Centre Supervisor to communicate, implement and coordinate company policies and procedures to Key Account Customer Service team members to ensure compliance and resolve on-going problems as encountered by customers.
 Jointly develop and co-ordinate training sessions with Relevant Department and whenever necessary conduct training sessions as well.
 Liaise closely with OPS staff to resolve on-going problems as encountered by customers.
 Work closely with the Information Technology team to leverage technology to automate processes as well as formulate backup plans in times of outages.
 Promptly alert IT on problems arising from CS applications to ensure minimum disruptions to the CS track and trace operations.
*Process:
 Lead, motivate and supervise Key Account Customer Service team members to ensure that all Customer track and trace requests, Claims & Complaints are answered promptly, of consistent quality, and in accordance to stipulated performance standards aligned to current our standards.
 Encourage and guide Key Account Customer Service team members to achieve higher performance standards, and whenever necessary, to enforce staff discipline to ensure proper conduct and outstanding customer service.
 Priorities and delegate work tasks for self and Customer Care team members focusing on customer needs and performance targets.
 Manage Key Account Customer Service team adhere company policies to meet Service Quality.
 Prepare trend analysis and identify repeated customer cases and root causes.
 Propose process improvements.
 Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.
 Channel customer's feedback to management or relevant departments for service improvement.
*People - Management:
 Supervise and ensure staff discipline.
 Conduct Staff performance appraisal.
 Monthly Quality Monitoring, Side by Side and Coaching.
 Develop a high performance service culture within the Key Account Customer Service Department.
 Plan, organize and direct an efficient and effective team of customer service professionals.
 Develop KPIs with team members and monitor individual performance.
 Encourage staff for Team Activities & Company Activities.