Customer Care Supervisor

Customer Care Supervisor

QUALIFICATIONS AND JOB DESCRIPTION

Working at Intertek means joining a global network of state-of-the-art facilities and passionate people who deliver superior customer service. Our entrepreneurial spirit is the key to bringing quality and safety to life, helping our customers power ahead. A career with Intertek means you will be applying your skills and expertise toward ensuring the quality and safety of products and services used by millions throughout the world. We are a leading provider of ATIC (Assurance, Testing, Inspection and Certification) Services with over 40,000 people across 1,000 locations in over 100 countries. 

Our vision is to become the world’s most trusted partner for Quality Assurance and we offer people the chance to make an impact with attractive growth opportunities on a global scale.

We are looking for a team member with the following qualifications to serve as a “Customer Care Supervisor” on the Supplier Management team.

If you want to join one of the most reliable partners in the world for Quality Assurance, apply now! 

• Graduates of relevant university departments,
• With at least 5 years of experience in customer service and customer relations
• Proficient in English
• Proficient in using Microsoft Office applications
• With experience in team management and leadership
• Strong planning and organizational skills
• Results-oriented
• Skilled in time and priority management
• Possesses effective communication and presentation skills
• Adopts a customer-focused approach to work
• Has well-developed conflict management, problem-solving, and decision-making skills
• Able to take swift action
• Succeeds in emotional control and stress management
• Strong in team motivation and leadership skills
• Holds a Class B driver’s license and is able to drive actively
• Has no travel restrictions.

JOB DESCRIPTION

• Support the management of the customer relations team’s daily operations and lead the team
• Ensure the monitoring and reporting of departmental sales activities
• Track the status of the audit plan and identify and implement the necessary actions to meet monthly targets
• Monitor business processes and provide performance feedback by conducting regular meetings with team members
• Plan orientation and development processes for new customer representatives and coordinate training activities
• Plan customer distribution based on business volume analyses and carry out initiatives to improve operational efficiency
• Monitor the department’s billing processes and track related transactions in the financial system
• Conduct cost analyses as part of the proposal process, keep cost tables up to date, and ensure the team works based on current data
• Prepare monthly KPI reports and make the relevant system entries in a timely manner
• Manage freelancer payment processes and coordinate with the accounting department
• Verify the accuracy and completeness of data entries made in operational systems
• Analyze customer complaints, conduct root cause analyses, and ensure the implementation of sustainable improvement actions
• Guide the team on departmental processes and work instructions
• Provide support to the manager on operational matters as needed and contribute to departmental goals.

WHO ARE WE!

• We are a global family that values diversity.
• We always do the right thing. With precision, pace and passion.
• We trust each other and have fun winning together.
• We own and shape our future.
• We create sustainable growth. For All.