Customer Service Supervisor

About BUZUD

BUZUD is a Singapore-based medical device and smart healthcare tech company. We specialise in proactive wellness solutions and high-precision diagnostic hardware-including continuous glucose monitoring systems (CGMS), oxygen concentrators, and cardiac monitors. Our mission is to blend advanced medical engineering with accessible, high-touch patient support across our digital channels and retail showrooms.

Role Overview

As the Customer Service Supervisor , you will lead and empower our frontline team of Customer Service Officers and Interns. You will oversee daily customer care across all touchpoints-including digital inquiry channels (WhatsApp, live chat, hotline) and in-person retail showroom operations.

This role requires a blend of operational leadership, technical health-tech troubleshooting, escalation handling, and a compassionate, patient-first approach to service delivery.

Key Responsibilities

1. Team Leadership & Daily Operations

• Supervise & Mentor: Manage a team of frontline customer service representatives and interns. Oversee shift scheduling, task allocation, and daily floor operations across showroom and digital channels.

• Performance Management: Track and maintain team Key Performance Indicators (KPIs), such as First Response Time, Resolution Rate, Customer Satisfaction (CSAT), and call handling quality.

• Training & Onboarding: Design and deliver onboarding programs for new hires and interns. Conduct regular refresher training on BUZUD medical devices, app connectivity, and service recovery protocols.

2. Service Recovery & Complex Escalations

• De-escalation Lead: Act as the second-line point of contact for complex customer complaints, dispute resolutions, and high-priority service recovery cases.

• App & Hardware Support: Guide team members through complex troubleshooting for smart health devices (e.g., app pairing issues, hardware calibration, CGM sensor errors, or oxygen concentrator rentals).

• Cross-Functional Liaison: Collaborate with Technical Support, Warehouse Logistics, and Quality Assurance teams to fast-track product replacements, warranty processing, and repair requests.

3. Showroom & Omnichannel Excellence

• Showroom Standards: Ensure all BUZUD showroom spaces maintain an immaculate, welcoming, and high-end standard aligned with brand guidelines.

• Care Coordination: Oversee logistics coordination for medical equipment rentals (e.g., oxygen concentrators) with patients, family members, hospitals, and healthcare agencies.

• Omnichannel Oversight: Monitor multi-channel platforms (WhatsApp Business, CRM ticketing, hotline, email) to ensure no customer inquiry goes unanswered.

4. Quality Assurance, Compliance & Reporting

• Data Privacy: Enforce strict adherence to Singapore PDPA (Personal Data Protection Act) regulations and medical device compliance policies when handling sensitive customer health data.

• Analytics & Reporting: Audit CRM interaction logs regularly. Collate weekly and monthly customer feedback, recurring product fault trends, and operational bottlenecks for management review.

• Process Improvement: Identify workflow gaps and optimize standard operating procedures (SOPs) to enhance both customer experience and staff efficiency.

Requirements & Qualifications

• Education: Diploma or Bachelor's Degree in Business Administration, Customer Service, Healthcare Management, Hospitality, or a related discipline.

• Experience:

  • 3 to 5 years of experience in frontline customer service, retail operations, or contact center environments.

  • At least 1-2 years in a supervisory, team lead, or senior capacity .

  • Prior experience in medical devices, healthcare, consumer tech, or wellness retail is highly advantageous.

• Technical Savviness: Strong ability to master health technology products, mobile applications, and cloud-based CRM/POS tools.

• Communication Skills: Exceptional verbal and written English. Fluency in Mandarin or local dialects is a significant advantage to effectively assist non-English speaking elderly walk-ins and customers.

• Leadership Traits: Calm under pressure, high emotional intelligence, strong problem-solving skills, and a genuine passion for patient care.

• Work Schedule: Willingness to work a 5.5-day work week, including weekend shifts on a roster basis to support retail showroom operations.