Customer Service Supervisor

BUZUD (Roffe International Holdings Pte Ltd); Santo Niño 1st; On-site; PHP 350,000 - 520,000; Full time

Job summary

BUZUD (Roffe International Holdings Pte Ltd) seeks a Customer Service Supervisor to lead a team delivering support across phone, email and chat channels. You balance people leadership with day-to-day operations to optimize workflows and maintain high customer satisfaction.

You will train, supervise, schedule shifts, monitor quality, and handle escalations while partnering with Product, Logistics and Sales to address systemic issues and improve policies.

Qualifications

• Education: High School Diploma required; Associate's or Bachelor's degree preferred.
• Experience: 3+ years in a customer service role, with 1–2 years in leadership.
• Technical: Proficiency with CRM software, ticketing systems, and MS Office / Google Workspace.
• Core: Strong conflict-resolution, communication, time management, and data analysis abilities.

Responsibilities

• Lead, coach, and onboard new customer service representatives.
• Monitor performance, manage daily shift schedules, and ensure SLA compliance.
• Escalate high-priority issues and drive prompt, diplomatic resolutions.
• Track metrics, analyze trends, and refine workflows and policies.
• Collaborate with Product, Logistics, and Sales to address issues.

Skills

Team Leadership

Coaching

Operational Oversight

Escalation Management

Process Improvement

Cross-Department Collaboration

CRM Software

Communication Skills

Time Management

Data Analysis

Education

High School Diploma

Associate's or Bachelor's degree preferred

Tools

Salesforce

Zendesk

Freshdesk

MS Office / Google Workspace

Job description

Job Summary

The Customer Service Supervisor leads and motivates a team of Customer Service Representatives to deliver exceptional support across phone, email, and chat channels. This role balances team leadership with operational execution—monitoring team performance, resolving escalated issues, and optimizing daily workflows to ensure high customer satisfaction.

Key Responsibilities

• Team Leadership & Coaching: Hire, train, and onboard new representatives. Conduct regular 1-on-1s, monitor interaction quality (calls, tickets, chats), and provide actionable feedback to meet performance goals.

• Operational Oversight: Manage daily shift schedules, task delegation, and coverage to ensure SLA compliance (response times, queue length, resolution rates).

• Escalation Management: Serve as the point of escalation for complex or high-priority customer complaints, finding prompt and diplomatic resolutions.

• Process Improvement: Track key metrics, analyze trends, and collaborate with management to refine workflows and customer service policies.

• Cross-Departmental Collaboration: Work with Product, Logistics, and Sales teams to relay customer feedback and address systematic operational issues.

Requirements & Qualifications

• Education: High School Diploma required; Associate's or Bachelor's degree preferred.

• Experience: 3+ years in a customer service role, with at least 1–2 years in a leadership, supervisory, or team lead capacity.

• Technical Skills: Proficiency with CRM software (e.g., Salesforce, Zendesk, Freshdesk), ticketing systems, and MS Office / Google Workspace.

• Core Skills: Strong conflict-resolution, verbal/written communication, time management, and data analysis abilities.