Customer Care Supervisor

About the role

We are looking for a Customer Care Supervisor to lead our daily operations across phone, live chat and email channels. The role involves coaching the team, ensuring service quality and handling escalations while maintaining a high‑performance environment.

Key responsibilities

• Assist the Team Leader in managing daily operations on all service channels (phone, live chat, email).
• Provide advice and support on case handling, suggesting appropriate actions.
• Review and evaluate service quality and team effectiveness.
• Resolve disputes and complaints, offering solutions to the team.
• Train new teammates through on‑the‑job coaching.
• Stay updated on new programs and procedures and act as a resource for the team.
• Monitor team productivity and achievement of monthly quality initiatives.
• Support ad‑hoc projects and tasks as assigned.

Required profile

• At least 2 years of supervisory experience in customer service, call centres, luxury brands or hospitality.
• Strong multitasking and time‑management abilities in a fast‑paced environment.
• Proactive problem‑solver with a can‑do attitude.
• Fluent in spoken and written English, Cantonese and Mandarin.
• Immediate availability is highly preferred.

Required skills

• Familiarity with CRM systems; experience with Salesforce is a plus.

What we offer

• Structured training programs and continuous on‑the‑job development.
• 5‑day work week (9:00 am – 6:30 pm).
• Competitive salary package, double pay, discretionary bonus and paid annual leave.
• Additional leave such as birthday leave.
• Group medical insurance covering spouse and children, where applicable.
• Clear career progression opportunities.
• Positive, supportive work environment with regular team activities.