客服主管Customer Support Leader (Global Team Leader)(南京復興站2分鐘)

Position Overview

To oversee daily customer service operations and lead a high-performing support team. The ideal candidate will have strong leadership skills, a customer-centric mindset, and experience managing service quality, escalations, and team development in a fast-paced environment.

Team Leadership
♦ Lead, coach, and develop Customer Support Specialists to achieve service excellence.
♦ Monitor team performance through KPIs, quality reviews, and customer satisfaction metrics.
♦ Conduct regular performance reviews, coaching sessions, and training programs.
♦ Manage workforce planning, scheduling, and resource allocation.
♦ Handle escalated customer cases and support issue resolution.

Customer Support Operations
♦ Oversee customer support across multiple communication channels, including email, live chat, and phone.
♦ Ensure customer inquiries and complaints are resolved professionally and within service standards.
♦ Collaborate with internal departments to resolve customer issues efficiently.
♦ Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Process & Performance Management
♦ Develop and maintain customer service procedures and knowledge base documentation.
♦ Analyze customer feedback and service metrics to identify improvement opportunities.
♦ Prepare regular operational and performance reports for management.
♦ Support implementation of new systems, tools, and process enhancements.

Compliance & Governance
♦ Ensure customer support activities comply with company policies and internal procedures.
♦ Maintain proper documentation and escalation processes.
♦ Promote professionalism, confidentiality, and ethical conduct within the team.

【Qualifications】
♦ Bachelor's degree or above in Business Administration, Management, Communications, or related fields.

【Experience】
♦ Team Leadership
♦ Lead, coach, and develop Customer Support Specialists to achieve service excellence.
♦ Monitor team performance through KPIs, quality reviews, and customer satisfaction metrics.
♦ Conduct regular performance reviews, coaching sessions, and training programs.
♦ Manage workforce planning, scheduling, and resource allocation.
♦ Handle escalated customer cases and support issue resolution.

Customer Support Operations
♦ Oversee customer support across multiple communication channels, including email, live chat, and phone.
♦ Ensure customer inquiries and complaints are resolved professionally and within service standards.
♦ Collaborate with internal departments to resolve customer issues efficiently.
Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Process & Performance Management
♦ Develop and maintain customer service procedures and knowledge base documentation.
♦ Analyze customer feedback and service metrics to identify improvement opportunities.
♦ Prepare regular operational and performance reports for management.
Support implementation of new systems, tools, and process enhancements.

Compliance & Governance
♦ Ensure customer support activities comply with company policies and internal procedures.
♦ Maintain proper documentation and escalation processes.
Promote professionalism, confidentiality, and ethical conduct within the team.