Customer Service Supervisor- Asia Market
Customer Service Supervisor- Asia Market
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Job Description
Job Summary:
The Customer Service Supervisor is responsible for the daytoday operations of the customer service department ensuring efficient inquiry handling and maintaining high service standards. You will lead team development monitor performance and implement process improvements to optimize productivity and customer satisfaction.
Job Expectations:
- Oversee daily operations to ensure timely and effective handling of customer inquiries across all channels.
- Recruit onboard and train talented Customer Service Specialists and administrative staff.
- Provide ongoing coaching mentoring and performance feedback to maximize team performance and growth.
- Monitor staff attendance and implement progressive discipline policies
- Monitor and analyze customer interactions to identify trends address pain points and improve service delivery.
- Proactively identify and recommend process improvements to enhance efficiency and customer satisfaction.
- Provide regular reports on team performance customer feedback and service trends.
- Create and refine scripted responses (macros) to ensure consistent and accurate communication.
- Ensure compliance with CS policies and procedures
- Monitor and report on key performance indicators (KPIs) to track team performance and identify areas for improvement.
- Collaborate with senior management to identify and address customer service challenges and opportunities.
- Experience with remote team management specifically within Asian markets.
- Ability to work flexible hours including occasional evenings to facilitate effective communication with our AsiaPacific (APAC) teams.
This job description is intended to provide a general overview of the responsibilities and expectations of this role. It is not an exhaustive list and additional duties may be assigned as needed.
Knowledge Skills and Abilities:
Required:
- A professional positive and enthusiastic attitude customercentric
- Excellent verbal and written communication skills
- Ability to delegate recurring tasks/reports to subordinate staff
- Strong interpersonal skills
- Effective training skills
- Ability to foster a team environment
- Selfmotivated and displays resultsoriented attitude
- Analytical and account management skills
- Time management and organizational skills
- Korean/Japanese speaking preferred
Equipment Knowledge:
- Proficiency in Google Business Suite (Gmail Drive Docs Sheets Forms)
- Zendesk experience preferred
Experience Requirements:
Generally requires a minimum of four 4 years of related experience typically in a contact center and remote environment.
Education Requirements:
Bachelors Degree in Business or related field preferred or a combination of education and equivalent work experience.
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Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical dental vision and basic life insurance programs and may enroll in our companys 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the companys policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.
Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
For more information on iHerb benefits visit us at iHerbBenefits.
Anticipated Pay Scale:
$54063 $105318 USD
Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party (Agency) candidates. If you are an Agency please send any requests to be considered as a supplier in our Vendor Management System to . Do not contact iHerb employees directly. If requested to work on a role any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earths bestcurated selection of health and wellness products at the best possible value delivered with the most convenient experience.
Were the worlds largest eCommerce platform dedicated to vitamins minerals and supplements and other health and wellness products. For more than 25 years weve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items we ship over 50000 products from over 1800 brands direct to our customers in 180 countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer Empower Our People Be Entrepreneurial & Pivot Quickly
Embrace Diversity & Inclusion Strive for Simplicity
iHerb Benefits
At iHerb we are dedicated to offering programs designed to help our employees and their families stay healthy live well and plan for their financial future. Built on a strong foundation our programs provide options and upgrades with flexibility protection and security in mind. For the comprehensive benefitslist visitwww.iHerbBenefits.For our international team members you may be eligible forbenefitsdepending on the country where you are employed.TheTalent Acquisition Partner/local HR representative will go over thebenefitsyou are eligible for.
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.
Required Experience:
Manager
Employment Type
Full Time
