Customer Service Supervisor (5PM - 12AM)

Key Responsibilities: 1. Provide day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s and the Company’s mission, objectives, and values. 2. Prioritize, assign, evaluate, and supervise the work of all Call Center Team Leaders and Customer Service Representatives following strict SOP 3. Provide coaching and guidance for performance improvement and development; conduct the training of new Representatives and refreshing training to the existing Representatives 4. Write and conduct formal performance appraisals: participates in various personnel actions, including hiring, counseling, training, promotion, discipline to SOP, and termination 5. Interact effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the 5. Department’s goals and objectives while exercising the highest degree of confidentiality 6. Maintain the daily schedule to ensure complete coverage for our customer, merchant, and delivery partner base and oversee OT 7. Oversee and provide the approvement to requested/submitted leaves, OT from staff 8. Assume complex and specialized customer, merchant, and delivery partner relation situations involving upset and dissatisfied customers, merchants, and delivery partners and requiring sensitivity and sound judgment; take action to resolve complaints where appropriate, including waiving delinquency charges for customers or paying the extra delivery fee to delivery partner; receives 9. Respond to correspondence and telephone calls, providing information and handling issues, requests, and complaints 10. Oversee the condition of the Department’s assets and general hygiene; reports and requests to fix or purchase accordingly when they’re broken 11. Attend and participate in professional group meetings; stay abreast of new trends; direct and participate in incorporating new developments into program areas, as appropriate 12. Regular attendance at the work site and overseeing the attendance of Team Leaders & Representatives in the same shift 13. Conduct day-to-day turning on/off the vacation mode to the Merchant’s store in the app; changing the error price, and adding new item to the menu following the Merchant's request. When Merchants request multiple changes, report to the Sales Department for Sale to the team to handle. 14. Oversee refunding record from Team Leaders and Representatives to conduct daily refunding to Customers, Merchant, and Delivery Partner, when the order is canceled and report 15. Perform related duties and responsibilities as assigned by the line Manager

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