Job Description

COMPANY DESCRIPTION
Listed on the Catalist board of the Singapore Exchange (SGX), Hyphens Group has a direct presence in Singapore (HQ), Vietnam, Malaysia, Indonesia and the Philippines, and is supplemented by a marketing and distribution network covering additional jurisdictions like Hong Kong, Myanmar, Brunei, Cambodia, Oman, Bangladesh, South Korea and China. The Group’s core business comprises the following segments: Specialty Pharma Principals, Proprietary Brands, and Medical Hypermart and Digital. Besides marketing and selling a range of specialty pharmaceutical products in selected ASEAN countries through exclusive distributorship or licensing and supply agreements with brand principals mainly from Europe and the United States, the Group also develops, markets and sells its own proprietary range of dermatological products and health supplement products. In addition, the Group operates a medical hypermart for healthcare professionals, healthcare institutions and retail pharmacies, to supply pharmaceutical products and medical supplies.
DESIGNATION : Customer Service Supervisor

RESPONSIBILITIES

• Hiring, training, coaching and leading the team of customer service officers to provide excellent service to customer via multiple channels
• Leading team meetings, conducting one-to-one session to better understand problems and needs of individual staff then formulating plans that help enhance individual officer’s performance
• Establishing team and individual KPIs to evaluate and manage staff performance to achieve desired individual service level
• Identifying skill gaps and planning/conducting training as and when needed
• Resolution of customer feedback, requests and complaints that cannot be handled by junior customer service officers
• Ensure optimized manpower through leave rostering and recruitment
• Working with other departments to ensure customers’ needs are fulfilled timely and efficiently
• Regular review of work flow and process to ensure smooth daily operations
• Driving sales by training and delegating tele-sales activities and conducting analysis of post-sales promotions efforts
• Preparing reports that analyse productivity of individual and overall customer team to drive continuous improvement of processes leading to higher customer satisfaction
• Other routine administrative duties such as report of new customer creation, monthly update of item status, price change update and related duties

• Keen eye for details
• Able to work well under pressure in a fast pace environment
• Customer focused and service oriented
• Result driven and experienced in change management
• Strong in team leadership and work prioritization
• Advance knowledge of Microsoft Office, including excel use of pivot tables and lookup functions