1.0 Job Overview As a primary point of contact for customers. This supervisory position is responsible in assisting management in overseeing a department of customer service associates. Responsible for effectively monitoring staff performance and productivity to ensure that all Customer Service coordinators are fully prepared and well trained for day-to-day tasks. 2.0 Job Responsibilities (duties / task) 2.1 Responsibilities include directly supervising, interviewing, hiring, and training customer service coordinator. Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction. 2.2 Planning, assigning, directing work and this is including appraising performance, rewarding and disciplining employees (customer service coordinator). 2.3 Addressing complaints and resolving problems engaged in customer service activities and procedures. 2.4 Standardizing customer service procedures across the company and to diffuse difficult situations between customer service representatives and customers. 2.5 Organizing workflow and ensuring that employees understand their duties or delegated tasks. 2.6 Monitoring pending emails from customers and resolving escalated customer complaints or disputes. 2.7 Identifying areas for improvement for Customer Service Coordinator. 2.8 Developing and maintaining productive relationships with all staff & inter department. 2.9 Performing any other job duties as assigned by the management and providing feedback to management concerning possible problems or areas of improvement. 2.10 Reviews and checks work of subordinates such as reports, records, and applications for accuracy and content, and corrects errors. 3.0 Job Specification (qualification, experience, skills, attributes) 3.1 Minimum of Diploma holder in relevant disciplines and 3-5 years of experience in customer service. 3.2 Preferred 1-3 years of experience in a supervisory role. 3.3 Knowledge of warehouse management system would be an advantage. 3.4 Thorough understanding of communication techniques and practices. 3.5 Decision Making, leadership, result driven. 3.6 Proficiency in multitasking.
