Customer Service Supervisor at VMAX Tea & Coffee Ltd

Job Summary:

We are seeking a proactive Customer Service Supervisor to lead and manage our customer service team, ensuring exceptional customer experiences across all VMAX Tea & Coffee outlets. The role is crucial for handling inquiries, complaints, and feedback, maintaining high customer satisfaction, and supporting loyalty programs.

Key Responsibilities:

• Supervise and coach the customer service team to ensure professional and timely responses.
• Manage customer complaints, refunds, and service issues, ensuring prompt resolution.
• Monitor customer interactions across all channels, including in-store, phone, email, and social media.
• Analyze customer feedback to identify trends and recommend improvements.
• Collaborate with Operations, Marketing, and Franchise teams to enhance customer satisfaction.
• Maintain and update customer records, loyalty programs, and CRM systems.
• Prepare regular reports on customer service performance and KPIs.

Qualifications and Requirements:

• Bachelor’s Degree in Business, Hospitality, or related field.
• Minimum 2–3 years of experience in customer service supervision, preferably in QSR, café, or beverage chains.
• Strong communication, problem-solving, and interpersonal skills.
• Familiarity with CRM systems and customer support software is a plus.
• Ability to handle challenging situations with professionalism.

Salary and Benefits:

• Competitive monthly salary.
• Performance-based bonus.
• Transport and communication allowance.

Opportunities for career growth within VMAX Tea & Coffee.