Job Description

About LIGEBOXER LIMITED

LIGEBOXER LIMITED, trading as Linger Mart, is a UK-based retail company with a strong growth trajectory, dedicated to connecting Taiwanese culture with British consumers through a modern, multi-channel retail model. By combining the convenience of e-commerce with the personal touch of a physical store, Linger Mart offers a unique platform for discovering and experiencing authentic Taiwanese products.

The company curates a wide selection of premium goods--from traditional snacks and beverages to modern lifestyle items--that reflect the richness of Taiwan's cultural heritage and culinary excellence. This hybrid approach enables Linger Mart to cater to a broad and diverse customer base, while also enhancing brand visibility and engagement across both digital and in-person touchpoints.

With a strong cultural mission and a commercially agile foundation, Linger Mart is not only a retail destination--it's a cultural bridge. As demand for global and culturally rich consumer experiences continues to grow, Linger Mart is poised to become a leading voice in bringing the best of Taiwan to the UK market.

Job Overview

We are seeking a dedicated and experienced Customer Service Supervisor working for both online and physical store to join our dynamic team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. The Customer Service Supervisor will manage the daily operations of the customer service team, ensuring high service standards, handling escalated queries, and implementing improvements to enhance the customer experience. This role is central to maintaining service quality and supporting staff development within the business.

Duties

Team Leadership & Supervision

Supervise and support the daily performance of customer service staff. Prepare staff rotas, allocate tasks, and ensure adequate coverage during peak hours. Conduct regular team meetings, one-to-one sessions, and performance reviews. Coach and train team members to improve service quality and product knowledge.
Customer Service Operations

Oversee daily customer enquiries via phone, email, online platforms, and in-store visits. Manage escalated or complex customer complaints with professionalism and efficiency. Ensure all service responses meet company standards for accuracy, tone, and timeliness. Review customer feedback and identify areas for improvement.
Administrative & Reporting Responsibilities

Maintain accurate records of customer interactions, complaints, returns, and resolutions. Produce weekly and monthly performance reports, including KPIs, customer satisfaction scores, and response times. Ensure CRM systems and customer databases are always up to date. Assist in stock enquiries, product information updates, and customer order management.
Training & Development

Support onboarding and training of new customer service employees. Develop training materials and provide refresher training on systems and policies. Monitor individual performance and record development progression.
Process & Service Improvement

Identify inefficiencies and propose improvements to workflows, customer handling procedures, and communication channels. Collaborate with management, sales, warehouse, and e-commerce staff to resolve recurring operational issues. Assist in developing and implementing new customer support strategies.
Compliance & Company Standards

Ensure all staff follow company policies, GDPR requirements, and health and safety guidelines. Maintain a positive, professional, and customer-focused environment at all times. Promote company values and uphold service excellence across all customer touchpoints.

Essential Skills, Experience, and Qualifications

At least

1-2 years of supervisory or team leader experience

in customer service. Strong communication and interpersonal skills. Able to lead, motivate, and guide a diverse team. Proven ability to handle escalated issues and complex customer situations. Strong organisational and time-management skills. Good IT skills, including CRM systems, online platforms, and Microsoft Office. Ability to work under pressure while maintaining accuracy and professionalism.

Experience

Experience in retail, e-commerce, or similar customer-facing environments. Familiarity with customer service KPIs and performance management. Additional language skills The candidate must meet English language and immigration requirements.
Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: From 41,700.00 per year

Benefits:

Casual dress Employee discount Free parking Language training provided Store discount UK visa sponsorship
Language:

Mandarin (preferred)
Work Location: In person