Customer Experience Supervisor - CC&S Team

RESPONSIBILITIES

• Lead and manage the contact centre to achieve KPIs and service targets.

• Provide leadership, coaching, and development to team members, with a focus on enhancing soft skills and delivering excellent service quality.

• Design and deliver training programs to promote customer service excellence across the team.

• Manage Voice of Customer (VOC) processes, including reporting, root cause analysis, and continuous improvement initiatives in collaboration with management.

• Senior complaint handling and reply to different external parties included Consumer Council, Customs and Excise Department, Small Claims, etc.

• Oversee and optimize multiple customer contact channels (online and offline), driving operational enhancements and efficiency.

• Collaborate with the Marketing team on digital service initiatives and customer engagement strategies.

• Monitor service performance, customer feedback, and operational issues; prepare regular reports with insights and actionable recommendations for continuous service improvement.

• Work closely with different service teams to ensure effective handling and resolution of diverse customer requests.

• Support the Service Planning Manager on ad hoc tasks and projects as required.

REQUIREMENTS

• Degree holder or equivalent

• 5 years' solid customer service experience (Consumer Electronics industry is preferred)

• Minimum 3 years' experience in call centre management

• Data minding knowledge is needed

• Proficient in Microsoft Office operation

• Excellent in both spoken and written English. 

We offer competitive remuneration and benefit packages to the right candidate. Interested parties please send your application with your availability, current and expected salary by clicking “Apply Now”.

Personal data received will be used for recruitment-related purpose only. Short-listed candidates will be notified for interview. Applicants who are not be notified within 1 month will be considered as unsuccessful. All unsuccessful applications' information will be discarded within 3 months.