Assistant Supervisor, Customer Service - #1162926

Job Responsibilities:

• Assist in leading, supervising, and coaching Customer Service Officers

• Monitor KPIs, service standards, team performance, and workload distribution

• Manage complex customer inquiries (phone, email, portal, chat), including pricing and accounts receivable support

• Oversee accurate order processing (entry, amendments, cancellations)

• Resolve customer feedbacks and escalate when necessary

• Maintain strong customer relationships and support sales team initiatives

• Ensure accurate CRM documentation and records

• Identify process improvement opportunities and support operational enhancements

• Provide strategic leadership and drive a culture of excellence

• Develop and implement customer service strategies aligned with business goals

• Analyse KPIs and present reports to management

• Lead training and development initiatives

• Drive process optimisation and implement new tools/technologies

• Perform any related duties assigned by the Reporting Officer as it deems fit.
  

Job Requirements:

• Diploma in Business or relevant fields.

• Minimum 4 years of customer service experience, at least 2 years in a supervisory role

• Strong leadership, communication, and problem-solving skills

• Proven analytical and KPI reporting capabilities

• Proficient in SAP, CRM systems, and Microsoft Office

• Independent, proactive and customer-focused