NovaX 客服主管

Customer Service Supervisor

NovaX

＄3.2-5K[Monthly]

Remote3-5 Yrs ExpBachelorFull-time

Remote Details

Open Country：China | Hong Kong | Macau

Language Requirements：Chinese

Job Description

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Benefits

Employee Recognition and Rewards
Distributed team, Async, Home Office Budget, No Monitoring System
Perks Benefits
Pay in Crypto, Telecommunication Allowance
Professional Development
Career Development
Time Off & Leave
Paid Holidays

Description

Team Management: Responsible for the daily management of the customer service team, formulating work plans, reasonably allocating tasks, and ensuring the team operates efficiently. Supervise the performance of customer service personnel, provide feedback and improvement suggestions to enhance service quality. Organize team training to improve customer service skills, ensuring team members are familiar with products, processes, and service standards. Customer Service Optimization: Address customer complaints and complex issues to ensure customer satisfaction and reduce complaint rates. Collect and analyze customer feedback to optimize service processes and enhance customer experience. Develop and optimize customer service SOPs (Standard Operating Procedures) to ensure consistency and efficiency. Data Analysis and Performance Management: Monitor and analyze customer service data (such as response time, resolution rate, satisfaction rate, etc.) to optimize customer service KPIs. Regularly compile customer service reports to provide data support and improvement suggestions to superiors. Cross-Department Communication and Collaboration: Maintain close communication with product, sales, marketing, and technical teams to drive the resolution of customer needs. Assist in handling pre-sales inquiries and post-sales support to ensure a positive experience throughout the customer lifecycle. Systems and Tools Management: Proficient in using CRM, ticketing systems, AI customer service tools, etc., to enhance the level of customer service automation. Continuously optimize customer service systems to improve response speed and user experience.

Requirements

Experience Requirements: Over 3 years of relevant customer service experience, with at least 1 year of management experience in customer service. Candidates with a background in e-commerce, internet, or BPO industries will be preferred. Experience in handling customer complaints and the ability to efficiently resolve unexpected issues are essential. Skill Requirements: Excellent communication skills: Ability to communicate clearly and professionally with clients and team members. Data analysis skills: Capability to interpret customer service data to optimize processes and strategies. Team management skills: Ability to motivate the team and enhance overall work efficiency. Strong stress resistance: Ability to maintain composure and effectively handle emergencies in high-pressure environments. Familiarity with customer service tools: Such as Zendesk, Salesforce, Freshdesk, and call center systems. Educational Background: Bachelor's degree or higher, preferably in marketing, management, or related language disciplines. Preferred Qualifications (considered a plus): Experience in training customer service teams. Experience with AI customer service or chatbot projects. Understanding of the characteristics of SaaS, internet, and e-commerce industries. Possession of customer service-related certifications (e.g., COPC, ITIL, CCXP, etc.).

Technical skillscustomer serviceschedulingproblem-solvingteam playerstrong work ethicMandarinorganizational skillsinterpersonal skills