What are the responsibilities and job description for the Customer Service Supervisor- Asia Market position at iHerb?
Job Summary:
The Customer Service Supervisor is responsible for the day-to-day operations of the customer service department, ensuring efficient inquiry handling and maintaining high service standards. You will lead team development, monitor performance, and implement process improvements to optimize productivity and customer satisfaction.
Job Expectations:
- Oversee daily operations to ensure timely and effective handling of customer inquiries across all channels.
- Recruit, onboard, and train talented Customer Service Specialists and administrative staff.
- Provide ongoing coaching, mentoring, and performance feedback to maximize team performance and growth.
- Monitor staff attendance and implement progressive discipline policies
- Monitor and analyze customer interactions to identify trends, address pain points, and improve service delivery.
- Proactively identify and recommend process improvements to enhance efficiency and customer satisfaction.
- Provide regular reports on team performance, customer feedback, and service trends.
- Create and refine scripted responses (macros) to ensure consistent and accurate communication.
- Ensure compliance with CS policies and procedures
- Monitor and report on key performance indicators (KPIs) to track team performance and identify areas for improvement.
- Collaborate with senior management to identify and address customer service challenges and opportunities.
- Experience with remote team management, specifically within Asian markets.
- Ability to work flexible hours, including occasional evenings, to facilitate effective communication with our Asia-Pacific (APAC) teams.
This job description is intended to provide a general overview of the responsibilities and expectations of this role. It is not an exhaustive list, and additional duties may be assigned as needed.
Knowledge, Skills, and Abilities:
Required:
- A professional, positive, and enthusiastic attitude – customer-centric
- Excellent verbal and written communication skills
- Ability to delegate recurring tasks/reports to subordinate staff
- Strong interpersonal skills
- Effective training skills
- Ability to foster a team environment
- Self-motivated and displays results-oriented attitude
- Analytical and account management skills
- Time management and organizational skills
- Korean/Japanese speaking preferred
Equipment Knowledge:
- Proficiency in Google Business Suite (Gmail, Drive, Docs, Sheets, Forms)
- Zendesk experience preferred
Experience Requirements:
Generally requires a minimum of four (4) years of related experience, typically in a contact center and remote environment.
Education Requirements:
Bachelor's Degree in Business or related field preferred, or a combination of education and equivalent work experience.
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Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth's best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.
We're the world's largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we've been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180 countries.
Our vision is to become the #1 destination for health and wellness across the world.
With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:
Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity
iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for.
iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.
