Job Description
- Team Supervision and Support
Expectation:
● Supervise and manage the CS team's operations for the assigned brand to ensure
alignment with company standards (SOP).
● Provide guidance in resolving immediate issues, such as handling complex customer
inquiries.
● Motivate and encourage the team to perform efficiently.
Measurement:
● Daily team performance reports (number of resolved cases, customer satisfaction).
● Efficiency in responding to and resolving customer issues within the required timeframe.
- Performance Monitoring and Reporting
Expectation:
● Monitor individual and team KPIs, such as response times, resolved cases, and
customer complaints.
● Submit regular performance reports to the Manager, including operational summaries
and issues encountered.
Measurement:
● Timely submission of reports with complete and accurate information.
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