Customer Service Supervisor
ROFFE INTERNATIONAL HOLDINGS PTE. LTD.
Key Responsibilities
Team Leadership & Coaching: Hire, train, and onboard customer care staff. Conduct regular check-ins, monitor interaction quality (calls, tickets, live chats, and walk-in support), and provide feedback to meet productivity targets.
Operational Oversight: Manage daily shift schedules, task allocation, and service coverage to ensure compliance with SLA? metrics.
Showroom & Omnichannel Coordination: Oversee walk-in customer interactions at BUZUD showrooms, coordinating product demonstrations, order processing, and logistics tracking.
Process & Compliance Optimization: Track key performance indicators, analyze support trends, and ensure adherence to local medical device handling standards and regulatory requirements.
Cross-Departmental Collaboration: Work closely with Product, Sales, and Warehouse/Logistics teams to streamline customer feedback and resolve systemic fulfillment or technical issues.
Requirements & Qualifications
Education: Diploma or Bachelor's degree in Business Administration, Healthcare Management, Biomedical Sciences, or a related discipline.
Experience: 2 to 4 years of customer service experience, with at least 1–2 years in a supervisory or team lead capacity. Background in healthcare, medical technology, or retail operations is a strong advantage.
Technical Skills: Proficiency with CRM and ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk) as well as MS Office / Google Workspace.
Core Competencies: Strong conflict resolution skills, detail-oriented problem-solving abilities, and a customer-centric mindset tailored to healthcare retail.