Customer Service Supervisor

Job description

  Job facts

Supervise Customer Service team to ensure a smooth and effective daily operation. Be responsible for Marketing program and conducting monthly customer service satisfaction survey meanwhile handling“0800”hot line to ensure customer satisfaction and achieve KPI as defined.

Main Tasks & Responsibilities :
1. Supervise and motivate team member to provide best-in-class service to customers.
2. Evaluate and improve team organizational processes as continuous improvement.
3. Provide coaching and training for customer service staffs.
4. Handle critical escalated customer complaints and report to line manager timely.
5. Establish monthly report showing complaint cases metrics and highlight trends.
6. Issue and provide daily summary and/or ad-hoc reports.
7. Verify users' profile and responsible for user qualification management.
8. Conduct Customer Service Satisfaction survey to users and issue post survey results quarterly to improve customer satisfaction continuously.

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

·  Who we are

Roche Diagnostics Ltd. Taiwan is currently looking for candidates who like to work in a dynamic, challenging environment that capitalizes on their strengths and abilities.

Roche is an equal opportunity employer.