Customer Care Supervisor
CurrentStaff Numbers: 15*Set up and well organized on-line Service for high efficient customer support for the rapid business development in China.*Supervises, hires, trains, evaluates and disciplines employees.*Establish work objectives and implementation plan.*Establish process related SOP and review periodically for continuous improvement.*Assigns personnel to the various operations and instructs/coaches them when necessary so they are trained to perform assigned duties in accordance with established methods and procedures.*Set up team performance assessment KPI and monitoring dashboard*Reviews employee's work for accuracy and efficiency, compiles data, provide Sales Operations Director periodical reports/updates necessary (for instance, complaints/performance related) with proposal on related preventive actions/improvement measures.*Ensure competence of Customer Care Representatives/Specialists through training and development.*Expedite customer escalations and follow up for prompt resolutions and customer satisfaction.*Analyze statistics and other data to determine the level of customer service performance achieved by the team and provided them the resources needed to reach their goals.*Assist in/collaborates with relevant stakeholders in the development of new programs and changes to existing programs to improve existing methods and procedures for the purpose of eventually improving customer experience.*Performs quality control audits in order to insure accuracy of all records required to be saved.*Performs related duties as required (for instance, provided back-up for other customer service representatives when needed)
