Customer Service Supervisor

About the role

The Customer Service Supervisor will lead the daily customer service operations for ZARLA, a leading FMCG distribution platform in Myanmar. Based on‑site in Yangon, the role ensures timely support for retailers, brand partners and internal teams while maintaining high service quality.

Key responsibilities

• Oversee and coach a team of customer service representatives, assigning workloads and setting performance standards.
• Handle escalated inquiries and complaints, ensuring prompt resolution and follow‑up.
• Track and report key service metrics, preparing regular performance reports.
• Coordinate with sales, operations and logistics teams to align service delivery with business goals.
• Identify and implement process improvements to enhance the overall customer experience.

Required profile

• Strong supervisory experience with proven team‑leadership and performance‑management skills.
• Background in customer service management, preferably within FMCG or distribution.
• Excellent communication, interpersonal and conflict‑resolution abilities.
• Ability to work on‑site in Yangon and adapt to a fast‑paced environment.

Required skills

• Proficiency with customer service systems.
• Familiarity with ERP and CRM tools.