Job Description
The Customer Service Supervisor at MOP Beauty is the architect of our customer experience ecosystem. This is a strategic role designed to build and maintain the brand’s service standards from the ground up. You will not only manage our 3rd party Customer Service agents (4PL partners) but also establish the systemic framework, SOPs, and quality benchmarks that ensure every interaction reflects MOP Beauty’s unique identity. Your goal is to turn customer service into a strategic asset that drives loyalty and provides actionable insights for the entire brand.
Job Descriptions:
- System & Framework Development: Design and implement a comprehensive Customer Service ecosystem from scratch, including Standard Operating Procedures (SOPs), macros, and automated workflows.
- Brand Voice Standardisation: Create and enforce detailed communication guidelines to ensure that 3rd party agents consistently mirror MOP Beauty’s tone, empathy, and professionalism.
- Vendor Management (4PL): Act as the primary lead in managing and supervising 3rd party CS agents, ensuring they are fully aligned with the brand's goals and service excellence.
- Performance & KPI Tracking: Establish and monitor key performance indicators (KPIs) such as Response Time, Resolution Rate, and CSAT (Customer Satisfaction) to ensure the 4PL partner meets agreed Service Level Agreements (SLAs).
- Escalation Management: Serve as the final escalation point for critical or high-level customer issues that require strategic brand intervention or cross-departmental coordination.
- Strategic Feedback Loop: Transform customer feedback and recurring issues into structured reports and actionable insights for the Marketing, Product, and Operations teams.
- Training & Onboarding: Regularly update internal FAQ guidelines and lead training sessions for 3rd party agents to ensure they are experts in MOP Beauty products and policies.
Requirements
Requirements:
- Bachelor’s degree in Communications, Business Management, or a related field.
- Minimum 3–5 years of experience in Customer Experience or Service Management, ideally within the beauty, FMCG, or e-commerce industry.
- Experience in Managing 3rd Party/Outsourced Partners: Proven track record in supervising agencies or 4PL partners to meet brand standards.
- Systemic Thinker: Strong ability to build processes, SOPs, and workflows from scratch rather than just following existing ones.
- Strategic Communicator: Exceptional command of brand voice and the ability to translate brand values into practical service guidelines.
- Analytical Skills: Proficient in analyzing data and service metrics to identify systemic gaps and improvement areas.
- Leadership & Influence: Strong interpersonal skills to lead and influence external teams to align with MOP Beauty’s vision.
- Tool Proficiency: Familiar with various CRM platforms, e-commerce chat management (Shopee/Tokopedia), and project management tools (e.g., Asana).
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At MOP Beauty, we thrive on relentless breakthrough beauty innovation. Guided by a clear sense of purpose, we infuse creativity and cutting-edge ideas into every stage of our product development process. Our passion for pushing boundaries drives us to pioneer a new era of beauty solutions where science and artistry intertwine harmoniously. We are purposefully committed to delivering the highest quality products through our relentless pursuit of innovation. This unwavering dedication ensures our customers receive exceptional, sought-after cosmetic products that not only meet but surpass expectations. Each creation is meticulously formulated and rigorously tested, reflecting our pride in going the extra mile for your utmost satisfaction. Join us on our journey to redefine beauty and experience the MOP Beauty transformation.
