Call Center cum CS Assistant Supervisor

Company Overview

MUSEE PLATINUM TOKYO operates over 20 salons across Asia, delivering professional hair removal services with a focus on customer care and confidentiality. We train consultants and therapists to provide expert advice and personalized treatment experiences.

Job Summary

We are looking for a highly motivated, customer-focused, and responsible individual to join us as a Call Centre cum Customer Service Assistant Supervisor. This role is ideal for someone who enjoys interacting with customers, leading a team, and ensuring smooth daily operations.

Responsibilities

• Assist in supervising daily Call Centre team operations to ensure efficient workflow and service delivery
• Handle customer enquiries, appointment bookings, cancellations, and rescheduling accurately to maintain customer satisfaction
• Attend promptly to all incoming calls, messages, and online enquiries to provide timely support
• Provide customers with accurate information on services, promotions, and treatment packages to facilitate informed decisions
• Follow up professionally and promptly on customer feedback and complaints to resolve issues and enhance service quality
• Support outlet operations by maximizing appointment bookings and improving customer retention rates
• Monitor booking accuracy and maintain comprehensive and up-to-date customer records
• Coach and train new team members on customer service standards and operational procedures to uphold service excellence
• Collaborate closely with outlet teams and management to achieve operational and sales targets

Required competencies and certifications

• Minimum 2 years of experience in customer service, call centre operations, or supervisory roles
• Strong communication, interpersonal, and problem-solving skills demonstrated in customer-facing environments
• Proficient in managing customer enquiries via phone, email, messaging platforms, and online channels
• Ability to work independently and adapt to fast-paced work environments
• Good organizational skills with strong attention to detail in managing bookings and records
• Proficient in Microsoft Office and appointment booking systems for efficient operational support

Preferred competencies and qualifications

• Minimum 2 years of experience in customer service, call centre, or supervisory roles.
• Strong communication and interpersonal skills.
• Customer-oriented with a positive and professional attitude.
• Able to multitask and work efficiently in a fast-paced environment.
• Good problem-solving skills and attention to detail.
• Proficient in computer applications and appointment booking systems.
• Leadership experience will be an added advantage.
• Able to work independently as well as collaboratively with different departments.

Other Information

Benefits and Work Conditions

• Workdays: 5 days per week with roster schedule including weekends and Public Holidays
• Work hours: 10am to 8pm (Mon–Sat), 10am to 7pm (Sun)
• Additional: Fixed overtime pay and transport allowance