Job Purpose：

• Responsible for supervision of a team of CSRs (Greater China), in addition to the day-to-day operation
• Engagement in new projects – plan, implementation, & execution. Coordinate trainings to rollout new operational procedures and/or CRM/EPR system change.
• To monitor performance of team according to the established KPI to keep the service standard.

Responsibilities:

• Responsible for the day-to-day operations and supervision of a team (Greater China) of CSR, Plan, direct, supervise, and evaluates work flow.
• Coaching new hires and leading juniors CSR is part of the responsibility.
• Serves as first line supervisor and escalation expert (Tier 2)
• Coordinate work activities to achieve the Volume & Quality expected to meet operational requirements.
• Recognize and recommend Operational Improvements.
• Responsible for the day-to-day application of organizational policies and procedures.
• May monitor performance of staff members according to established monitoring KPI standards
• Beside the day-to-day activities, May be assigned to more complex and/or important products, services and ad-hoc activities
• Receive and/or attend cases that are non-routine and require deviation from standard procedures and liaise with sales and technical team for resolution
• Coordinate customer, planner, and production and expedite delivery arrangement
• Handle customer enquiries, complains with appropriate level of customer satisfaction
• Track business activities, generate report and perform administrative duties as stipulated by CSR manager
• Work internally with sales/FAE to support sales activities

Requirements:

• Minimum Diploma with 4 to 6 years of order fulfillment or customer service or equivalent combination of education
• Experience in manufacturing industry is required.
• Basic computer skill is mandatory and knowledge of salesforce or Glovia is an advantage.
• Ability to follow instructions and to communicate effectively, verbally and written in Mandarin and English.