Customer Service Supervisor-2369 Lot 10 Bukit Bintang,Kl

Responsibilities

Lead, coach, and supervise a team of Customer Service Assistants to deliver exceptional customer service and an outstanding shopping experience. Monitor team performance and service standards, ensuring all customer enquiries, complaints, and service requests are handled professionally and promptly. Conduct regular coaching, training, and performance reviews to develop team capabilities and service excellence.

Schedule manpower and allocate resources effectively to ensure adequate service coverage during peak and non-peak periods. Manage customer engagement initiatives, including loyalty programme redemptions, gamification rewards, and other promotional activities. Provide professional assistance and timely resolution to customer enquiries, complaints, returns, refunds, and exchanges.

Coordinate and deliver value-added services, including engraving, gift wrapping, and other customer experience offerings. Build and maintain strong customer relationships to enhance customer satisfaction and retention. Perform any other duties and responsibilities as assigned by the Company from time to time, in accordance with business needs and management discretion.

Education

& Experience: SKM or Diploma in Business Administration, Marketing, Hospitality, Customer Service, or a related discipline will be an advantage. Minimum 3 years of experience in Customer Service or Customer Relationship Management, with at least 2 years in a supervisory or team leadership role. Proven ability to lead, motivate, and develop a customer service team Strong people management, coaching, conflict resolution, and stakeholder management skills Experience in customer experience management, service quality monitoring, and performance reporting