Customer Service Supervisor Job Responsibilities
Customer Service Supervisor Job Responsibilities
| Daily | Platforms (Tmall, JD.com, Douyin) | Rules (new platform regulations) | Response time | After-sales feedback | Complaint Resolution Feedback | Work Order Resolution Feedback | Neutral and Negative Review Feedback | Service Feedback | ||
|---|---|---|---|---|---|---|---|---|---|---|
| Return Rate Feedback | Customer Service Volume Feedback | Conversion Rate Feedback | Logistics Feedback | |||||||
| Every week | After-Sales Analysis | Return Reason Analysis | Table Tracking Analysis | Customer Service Chat Log Analysis | Neutral and Negative Review Analysis | Top-selling links (identify which links have high conversion rates) | Reporting | |||
| Scheduling | Conversion analysis | Customer satisfaction analysis | Weekly plan | Customer service satisfaction | Script optimization | Positive feedback collection (Feige) | ||||
| Monthly | Performance statistics and analysis | Monthly plan (performance, ratings, conversion rate, KPIs, training and coaching, data metrics optimization) | Employee training | Performance Evaluation | Probation Period Tracking | Usage Instructions | ||||
| Platform rules | Platforms (Tmall, JD.com, Douyin) | Rules (new platform regulations) | Routing Rules | After-sales / Ticket Process Rules | Response Time Rules | Assessment Time Rules | Service Rating Rules | |||
| Data feedback | Response time | After-sales feedback | Complaint Resolution Feedback | Work Order Resolution Feedback | Return Rate Feedback | Customer Service Volume Feedback | Conversion Rate Feedback | Logistics Feedback | Neutral and Negative Review Feedback | Service Feedback |
| Data analysis | After-Sales Analysis | Return Reason Analysis | Table Tracking Analysis | Customer Service Chat Log Analysis | Neutral and Negative Review Analysis | Top-selling links (identify which links have high conversion rates) | Conversion analysis | Customer satisfaction analysis | Performance statistics and analysis | |
| Work Planning | Reporting | Weekly plan | Customer service satisfaction | Monthly plan (performance, ratings, conversion rate, KPIs, training and coaching, data metrics optimization) | User Tag Organization | Service Attitude | ||||
| Teamwork | Tmall Integration | Douyin Integration | Liaise with the private domain team | Liaise with the warehouse | Liaise with JD | Liaise with supply chain | Liaise with finance | Liaise with HR | Liaise with the Qinghai team | Liaise with the order-brushing group |
| Personnel management | Scheduling | Script optimization | Employee training | Probation Period Tracking | Performance Evaluation | Interviews | Mentoring new hires | Mood tracking | Conflict mediation | |
| Product knowledge | Positive feedback collection (Feige) | Usage Instructions | Familiarity with packaging | Specifications | Gift | Price | Benefits policy |
Customer Service Supervisor Competency Model
Customer Service Supervisor Competency Model
| No. | Relevant Skills / Score | 1 point, Fail | 2 points, Pass | 3 points, Good | 4 points, Excellent | 5 points, Outstanding |
|---|---|---|---|---|---|---|
| 1 | Proactive learning | Completes work only when prompted and can handle only the most basic tasks | Can complete work independently without supervision, but only handles tasks within their own area of responsibility | Seeks help from others when difficulties arise and shows basic initiative, but offers little help to others | Proactively builds good relationships with people around them and offers help. Brings original perspectives to issues and works with others to discuss actionable solutions | Able to proactively identify opportunities nearby, maintain continuous learning, and stay prepared at all times before reaching the goal |
| 2 | Review and summarize | No review | The review objectives are relatively clear, but analytical ability is weak and self-summary skills need to be strengthened; can only barely complete the review objectives | Has clear review objectives and relatively clear review thinking; can complete the current review objectives and identify the problems | Has clear review objectives and a logical, well-structured approach; is highly capable of drawing conclusions and can apply the findings effectively. | Possesses strong structured thinking, as well as strong analytical, summarization, and resource integration abilities; can use review results to improve work in the short term |
| 3 | Communication Skills | Communication lacks purpose, comprehension is poor, can only communicate from their own perspective, and sometimes communicates emotionally. May argue about unimportant matters | Can engage in basic etiquette and information-exchange conversations, but is relatively weak at reading others' cues and needs time to think before understanding the other person's needs | Is polite and emotionally intelligent; uses practical communication methods and expresses themselves clearly; can identify the other person’s needs during conversation, accept suggestions, and listen graciously. | Knows how to be tactful in conversation; makes others feel comfortable and at ease; is empathetic, tolerant, and respectful of others; people are willing to talk with them. | Can put themselves in others’ shoes and inspire trust; accurately understands the other person’s needs, responds promptly, and communicates with depth; is worthy of trust. |
| 4 | Data analysis | Does not understand the importance of data, does not collect or analyze it, considers data optional or unnecessary, and may even resist it | Can collect data relatively simply, conduct preliminary analysis independently, and achieve some results, but is not flexible enough yet. Cannot independently identify deeper issues and needs guidance and assistance from experts. | Has recognized the importance of data and can proactively and relatively comprehensively collect various types of data, analyze various issues, and identify ways to avoid them. However, the process still takes some time, and they cannot yet respond quickly on their own, requiring team assistance. | Understands the importance of data, proactively and comprehensively collects various types of data, independently and quickly analyzes the pain points, gets straight to the heart of the matter, and can quickly develop optimization and avoidance methodologies. | Data collection and analysis have become part of their daily routine. They can see through the essence of things at a glance, stand at the forefront of the times, perceive the overall trends of the era, and remain invincible. |
| 5 | Insight | Cannot see others' strengths and weaknesses, does not know how to leverage strengths and avoid weaknesses, and needs some time to see through problems. | Can see strengths and weaknesses, but cannot combine and leverage them well. Has some vigilance but cannot respond in time. | Has a sense for danger and opportunity, takes precautions against danger, can see through the essence of things promptly, and can hit the core of problems directly. | Can easily handle all kinds of scenarios, quickly grasp the core of matters, and stay ahead of users in discovering problems. | Has exceptional perceptiveness, can see through to the essence of an issue at a glance, get straight to the heart of it and solve it, maintain control of the pace throughout, and inspire a strong sense of trust. |
| 6 | Execution | When tasks are assigned by leadership, doesn't know how to implement them, always makes excuses for failure in advance, and belittles the purpose of doing the work | Can complete tasks on time when urged and reminded by others, but lacks independent judgment and often loses direction | Knows how to carry out work according to plan and report on progress, but tends to stick to convention and follow rules rigidly | Once a plan is set, acts immediately without procrastination, and voluntarily works hard to ensure tasks are completed on time, as needed, and to quality standards | Down-to-earth in everything, keeps promises, sees things through, is reliable and trustworthy, highly self-driven, and has clear work planning concepts |
| 7 | Service mindset | Impatient and blunt; service depends on his mood, and he does not take others' feelings into account. | Knows how to listen and gives simple responses, but does not proactively communicate; is attuned to others' feelings, yet is always very passive in providing service. | Proactively greets users, patiently listens to and resolves their problems, pays attention to their emotions, and treats them as friends. | Pays close attention to details, has an excellent service mindset, approaches matters from the customer's perspective, is well-liked, and is willing to pick up the bill for others. | Has an exceptional service mindset, treats people like family, and knows how to show respect and maintain appropriate boundaries. Can become very close friends with clients outside of work and bring in referrals. |
| 8 | Adaptability | Thinking is not flexible enough and reactions are slow. When unexpected situations arise, they generally need help from others. | Can sense changes, but has limited ability to adapt. Acts slowly when issues arise and can easily miss the best opportunity. | Can react promptly to unexpected situations, but the response is not comprehensive enough and does not anticipate a second unexpected situation. | Can handle any situation appropriately, quickly identify a way to address the issue, and resolve it effectively in one go. | Highly observant and exceptionally quick to react, with extensive experience. Can efficiently handle any issue that arises and accurately anticipate potential problems. |
| 9 | Overall coordination skills | |||||
| 10 | Teamwork | Works independently, participates in few team activities, and rarely communicates with the team. | Has some teamwork skills, but poor follow-through; often complains about others, is easily influenced, and has weak problem-solving skills. | Has strong follow-through, collaborates effectively with different departments to complete work, builds good relationships, and earns recognition. | Communicates effectively, understands others’ strengths and weaknesses, works smoothly with others, and can handle some unexpected issues. | Has exceptional execution, a strong sense of honor, and can handle all kinds of work; collaborates seamlessly, responds to everything, handles various difficulties promptly, and leads the team forward courageously |
| 11 | Coaching ability | Shows no sense of responsibility toward team members, ignoring them and offering no meaningful support for their growth within the team. | Can provide basic work guidance and training to help subordinates understand their responsibilities and processes. Has basic communication skills and can communicate and coordinate work effectively with subordinates. | Can set clear work goals and plans, guide subordinates in completing tasks, and create personalized development plans to help them achieve their career goals. Builds a positive atmosphere of teamwork. | Able to provide strategic guidance and planning for subordinates, recognize their potential and strengths, and develop personalized growth strategies. Has relatively good interpersonal management skills, and a harmonious team can inspire subordinates' motivation. | Able to provide innovative guidance and advice for subordinates, cultivate their innovation awareness and capabilities, and encourage them to propose new ideas and solutions. Has outstanding talent development skills, helping subordinates achieve personal and professional growth. |
| 12 | Emotion management | Cannot control their emotions and is unwilling to solve problems | Can understand emotions; after each emotional communication, makes summaries and reflections, hoping to control emotions better | Can basically manage emotions, treats everyone with the same demeanor, without much personal color, but also without fault | Able to think from others' perspectives, has strong comprehension, mature communication skills, and can use emotions as a weapon | Has strong awareness of the power of emotions, can manage emotions, and can mobilize others' emotions when facing situations |
| 13 | Professional ability | Does not understand the product well; lacks expression and communication skills; cannot fluently present the product's benefits. | Only knows a little of the basics; can only give a preliminary product explanation; lacks deep product knowledge and sufficient approachability. | Familiar with the company's products, approachable, and able to present products fluently. | Thoroughly familiar with products and livestream perks; strong adaptability; knows repeat customers; answers all customer questions with ease. | Strong ability to control the room, can drive customer interaction, familiar with the perks, and highly approachable. |
| 14 | Resilience under pressure | When problems arise or performance is poor, tends to become emotional, negative, and prone to complaining. Procrastinates, avoids problems, and shifts responsibility. | Struggles to face current difficulties and seeks help to relieve pressure. Is afraid to face new things and lacks initiative. | Works hard and looks for solutions instead of avoiding problems, striving to meet goals while maintaining quality. | Can adjust their mindset when problems arise and sees pressure as an opportunity, consistently bringing a positive, proactive attitude to work. | Always maintains confidence and believes in themselves. Can take on major events or additional workloads and is willing to proactively take on new challenges and difficulties. |
| 15 | Product knowledge | Lacks knowledge of the company's relevant products and cannot determine the accuracy of information; does not take the initiative to learn | Passively receives information and does not know how to collect it, but can meet the most basic requirements | Can proactively collect information, distinguish right from wrong, identify key points, and solve problems | Has product category, function, history, and other information thoroughly memorized; is the force behind the team, serving as both an expert and a coach | Can clearly understand users' pain points, identify their underlying needs, think proactively, and create demand for customers |
| 16 | Platform rules | Has no understanding of the platform rules, does not know how to operate in accordance with them, and frequently violates them | Basically understands the platform rules, but has not memorized or fully understood them; violations are infrequent, and can promptly correct them when they occur | Knows the platform rules, understands how the platform works, basically never violates them, can promptly learn the latest platform rules, and apply them to work | Has a thorough understanding of the platform rules and practices, with no violations; can effectively avoid prohibited and absolute terms in livestream scripts, learn about the latest platform rules at the earliest opportunity, and promptly avoid platform compliance risks | Knows the platform rules inside out, follows them, and has never committed a violation; can see the essence of violations at a glance and promptly correct and optimize accordingly; can stay up to date with the latest platform rules, avoid platform compliance risks, and understand the latest platform strategies |
Customer Service Job Responsibilities
Customer Service Job Responsibilities
- Daily: Pre-sales, reception, payment reminders, inquiries from existing customers, fresh cordyceps shipping, after-sales service, refund-only requests for unshipped orders, refund-only requests for shipped orders, returns and refunds, awaiting merchant receipt, logistics exceptions upon receipt, arbitration/service tickets/work orders, shipping delays or exceptions and feedback handling, and handling negative reviews in progress
- Every week: Satisfaction, soliciting positive order reviews, response time, conversion rate, summaries and reports
- Monthly: Coaching new employees, summarization and review, instructions for consumption
- Daily: Assisting with conversions, negative product feedback, negative process feedback, negative ERP feedback, synchronizing feedback on new information, order notes, handling messages, professional knowledge, fresh cordyceps spreadsheet registration, tracking receipt of fresh cordyceps, tracking unfinished orders, precautions for cordyceps, responding to reviews, telephone communication, rules and regulations, benefits policies, packaging familiarity, specifications, gifts, prices, coordination with private-domain operations, coordination with operations, and coordination with human resources
- Pre-sales: Payment reminders, inquiries from existing customers, reception, response time, professional knowledge, assisting with conversions, emotional management, service attitude, and empathy
- After-sales: Satisfaction, soliciting positive reviews, telephone communication, and handling negative reviews in progress
- Platform After-Sales Service: Refund only before shipment, refund only after shipment, return and refund, awaiting receipt by the seller, arbitration/service requests/support tickets
- Shipping/Receiving: Fresh cordyceps shipping, reporting and handling shipping delays/issues, delivery logistics issues
- Spreadsheets: Fresh cordyceps spreadsheet entries, fresh cordyceps receipt tracking, tracking open orders, invoice registration
- Other: Messages, order notes, ERP order review, review responses, cordyceps precautions, office 5S, rules and regulations, product knowledge, mentoring new employees, coordinating with private-domain customer channels, coordinating with operations
Customer Service Competency Model
Customer Service Competency Model
| No. | Relevant Skills / Score | 1 point (Fail) | 2 points (Pass) | 3 points (Excellent) | 4 points (Outstanding) | 5 points (Legendary) | Self-rating | Supervisor rating |
|---|---|---|---|---|---|---|---|---|
| 1 | Initiative | Completes work only when prompted and can handle only the most basic tasks | Can complete work independently without supervision, but only handles tasks within their own area of responsibility | Seeks help from others when difficulties arise and shows basic initiative, but offers little help to others | Proactively builds good relationships with people around them and offers help. Brings original perspectives to issues and works with others to discuss actionable solutions | Able to proactively identify opportunities nearby, maintain continuous learning, and stay prepared at all times before reaching the goal | 1 | 2 |
| 2 | Review and summarize | No review | The review objectives are relatively clear, but analytical ability is weak and self-summary skills need to be strengthened; can only barely complete the review objectives | Has clear review objectives and relatively clear review thinking; can complete the current review objectives and identify the problems | Has clear review objectives and a logical, well-structured approach; is highly capable of drawing conclusions and can apply the findings effectively. | Possesses strong structured thinking, as well as strong analytical, summarization, and resource integration abilities; can use review results to improve work in the short term | 2 | 3 |
| 3 | Communication Skills | Communication lacks purpose, comprehension is poor, can only communicate from their own perspective, and sometimes communicates emotionally. May argue about unimportant matters | Can engage in basic etiquette and information-exchange conversations, but is relatively weak at reading others' cues and needs time to think before understanding the other person's needs | Is polite and emotionally intelligent; uses practical communication methods and expresses themselves clearly; can identify the other person’s needs during conversation, accept suggestions, and listen graciously. | Knows how to be tactful in conversation; makes others feel comfortable and at ease; is empathetic, tolerant, and respectful of others; people are willing to talk with them. | Can put themselves in others’ shoes and inspire trust; accurately understands the other person’s needs, responds promptly, and communicates with depth; is worthy of trust. | 3 | 4 |
| 4 | Proactive learning | Completes work only when prompted and can handle only the most basic tasks | Can complete work independently without supervision, but only handles tasks within their own area of responsibility | Seeks help from others when difficulties arise and shows basic initiative, but offers little help to others | Proactively builds good relationships with people around them and offers help. Brings original perspectives to issues and works with others to discuss actionable solutions | Able to proactively identify opportunities nearby, maintain continuous learning, and stay prepared at all times before reaching the goal | 4 | 5 |
| 5 | Insight | Cannot see others' strengths and weaknesses, does not know how to leverage strengths and avoid weaknesses, and needs some time to see through problems. | Can see strengths and weaknesses, but cannot combine and leverage them well. Has some vigilance but cannot respond in time. | Has a sense for danger and opportunity, takes precautions against danger, can see through the essence of things promptly, and can hit the core of problems directly. | Can easily handle all kinds of scenarios, quickly grasp the core of matters, and stay ahead of users in discovering problems. | Has exceptional perceptiveness, can see through to the essence of an issue at a glance, get straight to the heart of it and solve it, maintain control of the pace throughout, and inspire a strong sense of trust. | 1 | 4 |
| 6 | Execution | Tasks assigned by the manager are always completed late. | Needs to be prompted to complete anything and does not plan independently. | Understands how to work according to plan and provide progress updates at project milestones; is relatively rigid and rule-bound. | Once the task is clear, takes action immediately without procrastinating, keeps the schedule on track, and can execute together with other team members. | It is especially reassuring to entrust tasks to him: he plans well, provides updates, is highly dependable, strongly self-motivated, and has a clear work plan. | ||
| 7 | Service mindset | Impatient and blunt; service depends on his mood, and he does not take others' feelings into account. | Knows how to listen and gives simple responses, but does not proactively communicate; is attuned to others' feelings, yet is always very passive in providing service. | Proactively greets users, patiently listens to and resolves their problems, pays attention to their emotions, and treats them as friends. | Pays close attention to details, has an excellent service mindset, approaches matters from the customer's perspective, is well-liked, and is willing to pick up the bill for others. | Has an exceptional service mindset, treats people like family, and knows how to show respect and maintain appropriate boundaries. Can become very close friends with clients outside of work and bring in referrals. | ||
| 8 | Empathy | Ignores other people's emotions, is entirely self-centered, occasionally mocks clients, lacks professionalism, and cannot use livestream language that resonates with clients | Respects clients' emotions, has a relatively strong service orientation, and can sense changes in clients' emotions, but generally does not respond; lacks communication with colleagues | Understands the importance of respecting clients, can create resonance with clients through conversation, has a strong service orientation, is patient with clients and colleagues, and knows how to put themselves in others' shoes | Creates a desire to purchase through sales scripts and answering customer questions, helps customers relate the products to themselves, knows how to compliment customers, quickly resonates with customers, and has a strong service mindset | Provides targeted suggestions based on each customer's emotions and needs, guides customers to place orders, and treats customers like friends | ||
| 9 | Adaptability | Inflexible in thinking and slow to react; unable to adapt when situations arise or handle unexpected events. | Can sense changes in the environment, but tends to think rigidly and has limited adaptability; can only just manage unexpected events. | Responds promptly to unexpected events at work and handles them appropriately based on their key aspects. | Reacts quickly to unexpected events, quickly identifies a way forward, and handles them accurately. | Highly observant and extremely quick to react; thinks creatively and handles unexpected events efficiently and exceptionally well. | ||
| 10 | Teamwork | Works independently, participates in few team activities, and rarely communicates with the team. | Has some teamwork skills, but poor follow-through; often complains about others, is easily influenced, and has weak problem-solving skills. | Has strong follow-through, collaborates effectively with different departments to complete work, builds good relationships, and earns recognition. | Communicates effectively, understands others’ strengths and weaknesses, works smoothly with others, and can handle some unexpected issues. | Has exceptional execution, a strong sense of honor, and can handle all kinds of work; collaborates seamlessly, responds to everything, handles various difficulties promptly, and leads the team forward courageously | ||
| 11 | Negotiation skills | Considers only their own interests and not the needs of others | Can consider their own interests while also taking the other party's interests into account, making cooperation possible, but only with some difficulty | Has strong analytical and judgment skills, communicates well, knows when to advance or retreat, understands pacing, can empathize, and has some initiative with clients who have successfully negotiated | Has exceptionally clear logic and outstanding negotiation skills, can directly address both parties' interests, and can establish long-term, stable cooperation with clients | Possesses extensive social resources and knows how to leverage them, has broad social experience, understands the importance of respect and altruism, fully considers users’ needs, identifies the key to cooperation, and achieves mutual benefit and win-win outcomes | ||
| 12 | Customer satisfaction | Does not answer the question asked; only knows how to give quick replies and shows no empathy | Provides good customer service but does nothing to make customers feel at ease; simply gets the job done | Can identify information customers are interested in by learning about their habits, and find points of connection during service | Can befriend customers, consider issues from their perspective, anticipate their needs, and respond promptly to a range of issues | Treats customers like family and makes them feel their sincerity. Customers come only to them for service and even refer their friends | ||
| 13 | Emotion management | Cannot control their emotions and is unwilling to solve problems | Can understand emotions; after each emotional communication, makes summaries and reflections, hoping to control emotions better | Can basically manage emotions, treats everyone with the same demeanor, without much personal color, but also without fault | Able to think from others' perspectives, has strong comprehension, mature communication skills, and can use emotions as a weapon | Has strong awareness of the power of emotions, can manage emotions, and can mobilize others' emotions when facing situations | ||
| 14 | Professional ability | Does not understand the product well; lacks expression and communication skills; cannot fluently present the product's benefits. | Only knows a little of the basics; can only give a preliminary product explanation; lacks deep product knowledge and sufficient approachability. | Familiar with the company's products, approachable, and able to present products fluently. | Thoroughly familiar with products and livestream perks; strong adaptability; knows repeat customers; answers all customer questions with ease. | Strong ability to control the room, can drive customer interaction, familiar with the perks, and highly approachable. | ||
| 15 | Platform rules | Has no understanding of the platform rules, does not know how to operate in accordance with them, and frequently violates them | Basically understands the platform rules, but has not memorized or fully understood them; violations are infrequent, and can promptly correct them when they occur | Knows the platform rules, understands how the platform works, basically never violates them, can promptly learn the latest platform rules, and apply them to work | Has a thorough understanding of the platform rules and practices, with no violations; can effectively avoid prohibited and absolute terms in livestream scripts, learn about the latest platform rules at the earliest opportunity, and promptly avoid platform compliance risks | Knows the platform rules inside out, follows them, and has never committed a violation; can see the essence of violations at a glance and promptly correct and optimize accordingly; can stay up to date with the latest platform rules, avoid platform compliance risks, and understand the latest platform strategies |