Customer Service Supervisor

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.