We are looking for a Customer Service Supervisor to lead and shape our customer service strategy across Southeast Asia. This role offers the unique opportunity to build and manage a regional team from the ground up, working closely with cross-functional teams to support our growth and enhance our brand presence. This is a 2-year contract position with the potential for conversion to a permanent role
Job Responsibilities
- Develop and execute customer service performance goals aligned with the company’s online sales channels and product strategies, with the aim of improving review scores and supporting business growth
- Develop and execute customer service performance goals aligned with the company’s online sales channels and product strategies, with the aim of improving review scores and supporting business growth
- Build and lead a high-performing local customer service team, including recruitment, training, task delegation, and performance evaluation.
- Design and implement customer service workflows and standard operating procedures. Ensure smooth collaboration with internal departments such as Operations, Product, and Quality
- Based on the company's brand strategy and promotion plan, responsible for formulating a plan to communicate the brand concepts and values to various user touchpoints, continuously enhancing brand influence
- Oversee and manage an outsourced customer service team based in the Philippines
- Take on additional duties and projects assigned to support the team and business objectives
Job Qualifications
- Bachelor’s degree in a relevant field, with at least 5 years of experience in customer service management. Prior experience in brand-driven companies is an advantage
- At least 3 years of experience managing a team
- Proven track record of managing diverse, multi-regional teams and working effectively across different cultures
- Hands-on experience building customer service frameworks and managing multi-channel service tools, including e-commerce platforms
- Strong organizational and coordination skills, with a positive team spirit, excellent communication, patience, and the ability to manage urgent issues independently
- Strong analytical mindset with the ability to identify issues, evaluate options, and implement effective solutions.
- Key soft skills: Results-driven, adaptable, collaborative, and eager to learn
- Fluency in spoken and written Mandarin to liaise with Chinese counterparts
Interested candidates please email your detailed resume and indicate your current and expected salary.
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