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Job Description
Job Description
The qualified candidate starts from a senior supervisor position and has a chance to be promoted to a manager position. The Senior Supervisor plays a key role to well work with operation team and customer service team, US warehouse to control the service quality, maintain and develop customers and boost business. The senior supervisor also plays a key role to review, suggest and train the best operation and customer service practices to improve the team efficiency and performance. The senior supervisor will be dedicated to a smooth daily operation and a continuous business development from customer service wise.
About the role
- Timely review jobs done by previous and current shift. Find, correct and summarize mishandling cases and orders.
- Timely handle, resolve or further escalate cases or orders escalated by the other representatives.
- Periodically review various order lists, emails and chatting, timely handle or assign cases or orders per priority and importance.
- Forecast potential risk orders or cases, provide team resolutions or guidance in advance.
- Timely and correctly communicate with operation and customer service team, as well as US warehouse for shift transfer, special and escalated cases and follow ups.
- Review, suggest and summarize the best customer service and operation practice, and create related document for team training and refer.
- Summarize customer feedback, requirements, trends and provide New York Office suggestions on business and operational improvement.
- Perform a high quality on the job training and case study with team members to improve team performance.
- Lead the team to build a tight and trust-able relationship with exist and potential customers.
- Dedicate 50% time on regular representative’s roles to fully understand business.
- Timely complete other tasks assigned by New York office.
Job Requirements
Qualifications
- Bachelor’s Degree or above.
- At least 3 years of proven operation and customer service experience in eCommerce company.
- At least 3 years of experience as a supervisor.
- Good oral and written ability in English and Arabic.
- Excellent internal and external communication skills.
- Demonstrate a high level of understanding of eCommerce and shipping operations.
- Ability to multi-task and work effectively in a changing environment
- Strong problem resolution abilities.
- Demonstrate a strong sense of urgency and good time management skill.
- Strong Leadership.
- Okay with different working shift
