Description
SUPERVISION
Reports to and works under the supervision of the Sr Customer Care Supervisor in Japan and under the administrative supervision of the Head of customer Care operations, APAC.
SUMMARY
The purpose of the Customer Care Supervisor is to lead an effective Customer Care team, the team will provide support for Ria’s global customer base through the end-to-end process. The Customer Care Supervisor will drive the performance of the supporting team to achieve service levels and key support metrics. This role will actively drive adherence to standard global processes, identifying any areas of weakness and suggesting changes that will ensure continuous improvement.
The outcome of this role will be that Ria customers, regardless of region, receive the best possible support during their engagement with us.
ESSENTIAL DUTIES
- Responsible for conducting the employee’s KPI review, this may involve calculating the KPIs and reviewing these with employees on either daily, weekly or monthly basis.
- Responsible for supporting any QA activities, coaching sessions and plans to improve the results of the team.
- Responsible for directly managing, measuring, developing, motivating, and organizing the team to efficiently achieve the team’s objectives.
- Responsible for the management of escalations and complaints.
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Responsible for creating and assigning the daily responsibilities of the team.
- Responsible for creating the team’s roster together with the APAC floor controller.
- Responsible for approving overtime for the team.
- Responsible for applying the Customer Care global strategy at the team level.
- Responsible for the team’s adherence to Ria standard global processes
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Actively monitors pain points and suggests ideas to maintain our continuous improvements processes.
- Accountable for evaluating the employees’ product knowledge.
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Responsible for establishing a work environment that sets up positive energy and teamwork amongst the employees, by conducting meetings, listening to issues and concerns, setting a positive example, and showing professional leadership qualities.
- Responsible for keeping up to date with all new changes and information which may be relevant to your position.
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Responsible for following all internal procedures and policies
- Understands the importance of Privacy and follows the legislation and procedures accordingly.
- Develops and maintains relationships throughout the organization between agents, correspondents, and staff
- Report all incidents, hazards, and injuries as soon as possible (within the same shift) to the appropriate person
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Participate in all WHS training and emergency evacuation drills as requested.
- Gather feedback from agents and stores to improve our customer service support.
Other
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Other duties, special projects, and special reporting as assigned without extra remuneration
REQUIRED EXPERIENCE / QUALIFICATIONS
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Minimum 2 years leading Customer Care teams.
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Natural ability to relate to customers and employees.
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Multinational experience is essential, and experience in the financial industry is preferred.
- Fluent English, Japanese is highly desirable.
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Experience in managing and motivating a team to deliver against targets and metrics.
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Strong customer focus.
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Excellent communication skills, spoken and written.
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Strong coaching skills, investing in team members to perform at the highest level.
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Ability to adhere to process and based on results propose continuous improvements.
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Highly focused on numbers and comfortable working in a fast-paced, target-driven environment.
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Data-driven and analytical, with an ability to review/analyse performance metrics.
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Availability to travel (domestic or International).
Technical Skills
- Experience using Zendesk
- Experience with calling software such as Cisco and Calabrio
- Experience using or creating Power Bi reports is desirable
- Experience using Calabrio is desirable
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Must be familiar with using Microsoft Office 365 suite
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
