Deskripsi Pekerjaan
Are you a seasoned leader looking to take the helm of a dynamic Global Helpdesk? Sato Asia Pacific is seeking a dedicated Customer Service Supervisor to oversee our frontline operations. In this pivotal role, you will be responsible for leading a team of customer service agents, ensuring the delivery of exceptional support across multiple channels. You will drive performance by monitoring SLAs, conducting coaching sessions, and implementing process improvements to enhance customer satisfaction. We are looking for someone who thrives in a fast-paced environment and possesses strong problem-solving skills. Join us to make a tangible impact on our global customer experience while enjoying a supportive and collaborative workplace culture in the heart of Singapore.
Tanggung Jawab
- Lead daily shift operations for the Global Helpdesk team, ensuring 24/7 coverage and high service standards.
- Monitor and manage Service Level Agreements (SLAs) to ensure timely resolution of all incoming tickets.
- Conduct regular performance reviews, one-on-one coaching, and training sessions to develop agent capabilities.
- Identify operational bottlenecks and drive continuous improvement initiatives to optimize workflow.
- Handle escalated customer inquiries and complex technical issues with high-level resolution.
- Analyze performance metrics and prepare detailed reports on team productivity and customer feedback.
- Collaborate with cross-functional teams (IT, Product, Sales) to resolve systemic issues and improve products.
Kualifikasi
- Bachelor’s degree in Business, Communications, or a related field (preferred).
- Minimum 3-5 years of experience in customer service or helpdesk operations.
- Proven track record in a supervisory or team lead role with a focus on KPI management.
- Strong knowledge of CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce).
- Excellent verbal and written communication skills in English; knowledge of additional languages is a plus.
- Ability to work flexible shifts, including weekends, public holidays, and nights.
- Strong leadership, conflict resolution, and problem-solving abilities.