Job Purpose：
Responsible for supervision of a team of CSRs (Greater China), in addition to the day-to-day operation
Engagement in new projects – plan, implementation, & execution. Coordinate trainings to rollout new operational procedures and/or CRM/EPR system change.
To monitor performance of team according to the established KPI to keep the service standard.

Responsibilities:
Responsible for the day-to-day operations and supervision of a team (Greater China) of CSR, Plan, direct, supervise, and evaluates work flow.
Coaching new hires and leading juniors CSR is part of the responsibility.
Serves as *** line supervisor and escalation expert (Tier 2)
Coordinate work activities to achieve the Volume & Quality expected to meet operational requirements.
Recognize and recommend Operational Improvements.
Responsible for the day-to-day application of organizational policies and procedures.
May monitor performance of staff members according to established monitoring KPI standards
Beside the day-to-day activities, May be assigned to more complex and/or important products, services and ad-hoc activities
Receive and/or attend cases that are non-routine and require deviation from standard procedures and liaise with sales and technical team for resolution
Coordinate customer, planner, and production and expedite delivery arrangement
Handle customer enquiries, complains with appropriate level of customer satisfaction
Track business activities, generate report and perform administrative duties as stipulated by CSR manager
Work internally with sales/FAE to support sales activities

Requirements:
Minimum Diploma with 4 to 6 years of order fulfillment or customer service or equivalent combination of education
Experience in manufacturing industry is required.
Basic computer skill is mandatory and knowledge of salesforce or Glovia is an advantage.
Ability to follow instructions and to communicate effectively, verbally and written in Mandarin and English.