Customer Service Supervisor

Requirements

1. Minimum Diploma or Degree in Customer Service, communication or related field with.

2. At least 2–3 years of experience in customer service, with 1+ year in a supervisory or team lead role.

3. Excellent communication and interpersonal abilities, both verbal and written.

4. Proficient in CRM systems, call center tools, and basic office software (Excel, Word, etc.).

5. Comfortable using booking systems or appointment scheduling software.

6. Experience in the beauty, skincare, wellness, or retail industry is highly preferred.

7. Able to work in a fast-paced environment, especially during peak seasons or promotional campaigns.

8. Flexible with working hours, including weekends or public holidays if required.

9. Passionate about customer service and beauty / wellness products.

10. Strong leadership and team management skills with the ability to motivate, inspire, and guide team members toward achieving performance goals.

Responsibilities

1. Supervise and support the team in handling all inbound and outbound calls, including inquiries, appointment bookings, confirmations, and follow-ups.

2. Oversee accurate scheduling and rescheduling of consultation or treatment appointments, ensuring minimal errors or double bookings.

3. Monitor daily and weekly booking targets, implement strategies to increase consultation appointments, and track team performance.

4. Conduct daily briefings to communicate goals, booking targets, and promotional updates, while motivating and guiding the team.

5. Provide coaching and feedback to improve team performance, service quality, and consultation booking rates.

6. Handle escalated customer issues or complaints and ensure timely, professional resolutions to maintain satisfaction and retention.

7. Attend internal meetings, stay updated on promotions and service changes, and ensure clear communication across the team and departments.

8. Train and onboard new staff, ensuring they understand product knowledge, booking procedures, and service standards.

Benefits