Customer Service Supervisor

Role Overview As the Customer Service Supervisor, you will lead and empower our frontline team of Customer Service Officers and Interns. You will oversee daily customer care across all touchpoints—including digital inquiry channels (WhatsApp, live chat, hotline) and in-person retail showroom operations. This role requires a blend of operational leadership, technical health-tech troubleshooting, escalation handling, and a compassionate, patient-first approach to service delivery. Key Responsibilities 1. Team Leadership & Daily Operations - Supervise & Mentor: Manage a team of frontline customer service representatives and interns. Oversee shift scheduling, task allocation, and daily floor operations across showroom and digital channels. - Performance Management: Track and maintain team Key Performance Indicators (KPIs), such as First Response Time, Resolution Rate, Customer Satisfaction (CSAT), and call handling quality. - Training & Onboarding: Design and deliver onboarding programs for new hires and interns. Conduct regular refresher training on BUZUD medical devices, app connectivity, and service recovery protocols. 2. Service Recovery & Complex Escalations - De-escalation Lead: Act as the second-line point of contact for complex customer complaints, dispute resolutions, and high-priority service recovery cases. - App & Hardware Support: Guide team members through complex troubleshooting for smart health devices (e.g., app pairing issues, hardware calibration, CGM sensor errors, or oxygen concentrator rentals). - Cross-Functional Liaison: Collaborate with Technical Support, Warehouse Logistics, and Quality Assurance teams to fast-track product replacements, warranty processing, and repair requests. 3. Showroom & Omnichannel Excellence - Showroom Standards: Ensure all BUZUD showroom spaces maintain an immaculate, welcoming, and high-end standard aligned with brand guidelines. - Care Coordination: Oversee logistics coordination for medical equipment rentals (e.g., oxygen concentrators) with patients, family members, hospitals, and healthcare agencies. - Omnichannel Oversight: Monitor multi-channel platforms (WhatsApp Business, CRM ticketing, hotline, email) to ensure no customer inquiry goes unanswered. 4. Quality Assurance, Compliance & Reporting - Data Privacy: Enforce strict adherence to Singapore PDPA (Personal Data Protection Act) regulations and medical device compliance policies when handling sensitive customer health data. - Analytics & Reporting: Audit CRM interaction logs regularly. Collate weekly and monthly customer feedback, recurring product fault trends, and operational bottlenecks for management review. - Process Improvement: Identify workflow gaps and optimize standard operating procedures (SOPs) to enhance both customer experience and staff efficiency. Requirements & Qualifications - Education: Diploma or Bachelor’s Degree in Business Administration, Customer Service, Healthcare Management, Hospitality, or a related discipline. - Experience: 3 to 5 years of experience in frontline customer service, retail operations, or contact center environments, with at least 1–2 years in a supervisory, team lead, or senior capacity. Prior experience in medical devices, healthcare, consumer tech, or wellness retail is highly advantageous. - Technical Savviness: Strong ability to master health technology products, mobile applications, and cloud-based CRM/POS tools. - Communication Skills: Exceptional verbal and written English. Fluency in Mandarin or local dialects is a significant advantage. - Leadership Traits: Calm under pressure, high emotional intelligence, strong problem-solving skills, and a genuine passion for patient care. - Work Schedule: Willingness to work a 5.5-day work week, including weekend shifts on a roster basis.