Customer Care Supervisor

Position Overview

The role of the Customer Care Supervisor at TWYFORD INTERNATIONAL involves overseeing and coordinating the customer service operations to guarantee timely, accurate, and professional service delivery. This position leads the customer care team daily, manages customer inquiries and complaints, and collaborates with departments such as Sales, Production, Warehouse, Logistics, Finance, and Quality to resolve issues efficiently. Additionally, the supervisor maintains comprehensive customer and project records ensuring easy access to relevant data regarding orders, dispatches, payments, claims, and complaints.

Key Duties and Responsibilities

• Lead and manage daily activities of the customer care team, allocating tasks and monitoring performance to maintain service excellence.
• Coach team members on communication strategies, problem-solving, and customer engagement to enhance service quality.
• Respond promptly to customer inquiries received through various channels including telephone, email, WhatsApp, WeChat, social media, and walk-ins, ensuring accurate information is provided on product availability, orders, delivery, payments, and complaints.
• Manage escalated customer complaints with accountability, ensuring thorough investigation, follow-up, and resolution in coordination with relevant internal teams.
• Implement a structured customer and project file system capturing all essential details such as customer data, orders, production status, claims, and complaint histories to support sales and management.
• Coordinate order processing by liaising with Sales, Production, Warehouse, and Logistics to monitor order progress, stock availability, and delivery schedules, proactively informing customers of any delays or changes.
• Supervise the management of damage claims ensuring accurate documentation and coordination with internal departments for swift resolution.
• Maintain continual communication and collaboration across departments to ensure issues are resolved and customer satisfaction is achieved.
• Establish customer service standards and procedures, monitor compliance, and conduct quality reviews of customer communications for ongoing service improvement.
• Collect and analyze customer feedback to identify recurring issues and recommend enhancements to customer experience and internal workflows.
• Prepare comprehensive reports summarizing customer enquiries, complaints, resolutions, team performance, and adherence to service levels, highlighting key actions and deadlines.
• Monitor and review individual and team KPIs related to response times, resolution efficiency, customer satisfaction, communication quality, and productivity, providing coaching as needed.

Qualifications & Experience

• Bachelor’s Degree or Diploma in Customer Service, Business Administration, Marketing, Sales, Communications, Logistics, or a related discipline.
• Professional certification in Customer Experience, CRM, or Customer Service Management is advantageous.
• At least four years of experience in roles such as Customer Service, Customer Experience, Sales Support, or Order Management.
• Minimum of one to two years’ experience in a supervisory or team leadership capacity.
• Preferred background includes manufacturing, building materials, tiles, ceramics, construction, logistics, or similar sectors.
• Experience managing high volumes of customer enquiries and escalated complaints, with cross-department coordination exposure.
• Serving project customers, distributors, contractors, or corporate clients is desirable.
• Experience working with Chinese-funded companies or clients is an added benefit.