Deskripsi Pekerjaan
Join Anker's dynamic team as a Senior Customer Service Supervisor and lead our marketplace customer experience initiatives. In this pivotal role, you'll oversee the performance of both customer service representatives and marketplace chat administrators, ensuring exceptional service delivery across all touchpoints. Your expertise will drive quality assurance initiatives, implement performance metrics, and foster a culture of continuous improvement.
You'll analyze customer interaction data to identify trends, develop targeted training programs, and mentor team members to elevate service standards. This position requires a strategic thinker who can balance operational efficiency with customer-centric solutions while collaborating with cross-functional teams to enhance the overall marketplace ecosystem.
Anker offers a competitive compensation package and opportunities for professional growth in a fast-paced retail technology environment. If you're passionate about leadership and committed to delivering outstanding customer experiences, we encourage you to apply.
Tanggung Jawab
- Monitor and evaluate team performance metrics including response time, resolution rates, and customer satisfaction scores
- Implement quality assurance protocols for marketplace chat and customer service communications
- Develop and execute coaching programs to enhance team members' communication skills and product knowledge
- Handle escalated customer issues requiring senior-level intervention and resolution
- Collaborate with product teams to provide customer feedback for marketplace improvements
- Generate performance reports and present actionable insights to management
- Maintain compliance with company policies and industry regulations
Kualifikasi
- Bachelor's degree in Business Administration, Communications, or related field
- Minimum 3 years of experience in customer service leadership or supervisory roles
- Proven track record in quality assurance and performance monitoring
- Strong analytical skills with experience interpreting customer interaction data
- Excellent communication and conflict resolution abilities
- Familiarity with marketplace platforms and e-commerce customer service workflows
- Proficiency in CRM software and quality monitoring tools