Customer Service Supervisor

Job Summary

The Customer Service Supervisor oversees the daily operations of both the Customer Service and Technician teams, ensuring efficient customer support, timely after-sales service, and high service quality for massage chair products. This role is responsible for managing escalated customer cases, coordinating service schedules and technical operations, monitoring team performance, improving service processes, and driving customer satisfaction.

Job Scope

1. Team Leadership & Operations

• Supervise and support the Customer Service team in daily operations.
• Monitor team performance and ensure service KPIs are achieved.
• Provide coaching, guidance, and training to improve service quality and productivity.
• Prepare work schedules and allocate tasks to ensure smooth daily operations.

2. Customer Service Management

• Handle escalated customer complaints and provide effective resolutions.
• Ensure all customer enquiries are responded to promptly and professionally.
• Maintain high customer satisfaction through excellent service and follow-up.

3. After-Sales Service Coordination

• Coordinate with the Technical Service, Warehouse, and Logistics teams for service appointments, installations, and repairs.
• Monitor warranty claims, spare parts requests, and service job progress.
• Ensure timely completion of after-sales service requests.

4. Case Monitoring & Documentation

• Review customer cases and ensure accurate records are maintained in the system.
• Prepare service reports and monitor outstanding cases until closure.
• Ensure proper documentation for warranty, repairs, replacements, and customer feedback.

5. Process Improvement

• Identify service gaps and recommend improvements to enhance customer experience.
• Develop and update customer service SOPs and workflows.
• Ensure compliance with company policies and service standards.

6. Reporting & Performance Analysis

• Prepare weekly and monthly customer service reports.
• Monitor customer feedback, complaint trends, response times, and service KPIs.
• Analyze recurring issues and propose preventive solutions.

7. Cross-Department Coordination

• Work closely with the Sales, Retail, Technical Service, Warehouse, and Logistics teams to ensure seamless customer support.
• Communicate service updates and resolve operational issues efficiently.

8. General Responsibilities

• Ensure all customer information is handled confidentially.
• Support management with departmental projects and continuous improvement initiatives.
• Perform any other duties assigned by management.

Job Requirements

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Management, Engineering, or a related field.
• Minimum 2–3 years of experience in customer service, after-sales service, or service operations, with at least 1 year in a supervisory or team leader role.
• Experience managing Customer Service and/or Technician teams is an added advantage.
• Experience in the retail, consumer electronics, home appliances, healthcare products, or massage chair industry is preferred.
• Strong leadership, coaching, and team management skills.
• Fluent in Mandarin and English (spoken and written) to effectively communicate with Mandarin-speaking customers, technicians, suppliers, and stakeholders.
• Willing to travel occasionally and work weekends or public holidays when operationally required.

Benefits

• Medical Leave
• Birthday Leave
• Annual Leave
• Medical and Dental Claim
• Yearly Performance Bonus
• Festive Celebrations & Gifts

Working Hours:
Monday - Friday (8:30am-5:30pm) & Saturday (8:30am-12:30pm)

Location:

5 & 7, Jalan Gemilang 5, Taman Perindustrian Cemerlang, 81800 Ulu Tiram, Johor