CONSUMER SERVICE SUPERVISOR

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Learn more: jti.com

Application Deadline: The position will continue accepting applicants until filled
Location: Taipei, Taiwan
Professional Area: Sales
Contract Type: Permanent
Professional Level: Experienced
Work Group Level: WG4
Reporting to: Jerry Huang (T&D and Consumer Service Associate Manager)
TA POC: Awen Neo (Talent Attraction Specialist)

Consumer Service Supervisor

The Consumer Service Supervisor ensures high-quality consumer service by managing inquiries, market returns, complaints, system records, and reporting in line with JTI standards. The role works closely with Global Consumer Care (GCC), the third-party call center, and CSR to support Ploom users and oversee the Quality Management System (QMS) and product quality concerns. As Taiwan becomes a multi-category market, the role also serves as an early alert point for potential issues, ensuring timely escalation, compliance, and continuous service improvement.

As a Consumer Service Supervisor, you will be responsible for the following:

- Lead the design, review, and continuous improvement of customer service processes to enhance operational efficiency, service effectiveness, and the overall consumer experience. Drive cross-functional alignment to ensure that processes remain scalable, compliant, and responsive to evolving business needs.

- Oversee the resolution of complex, high-risk, and escalated consumer complaints, ensuring appropriate risk assessment, stakeholder alignment, and timely resolution. Collaborate with Legal, QA, Compliance, Corporate Affairs, and other relevant functions to mitigate business, regulatory, and reputational risks.

- Establish and govern service quality standards for Ploom Care operations, including performance monitoring, service audits, quality assurance activities, and continuous improvement initiatives. Ensure the consistent delivery of a premium customer experience across all service touchpoints.

- Own and oversee the Customer Service Quality Management System (QMS), ensuring compliance with internal policies and quality standards. Lead the collection, analysis, and reporting of Voice of Consumer (VoC) insights to identify trends, address consumer pain points, and support informed business decision-making.

- Provide strategic oversight of day-to-day customer service operations, including service performance, vendor management, resource planning, KPI governance, and operational excellence initiatives. Ensure that service delivery aligns with business objectives, meets consumer expectations, and complies with applicable regulatory requirements.

Requirements:

- Bachelor’s degree in Business Administration, Marketing, Quality Management, or any related field.

- Minimum 5 years of relevant experience in customer or consumer service, including 2–3 years of experience in consumer hotline operations.

- Strong experience in handling complex and escalated consumer complaints, with the ability to coordinate effectively with cross-functional stakeholders.

- Experience in service quality management, QMS, vendor management, KPI monitoring, process improvement, and consumer insights/reporting.

- Fluent in Mandarin and English, with strong communication, stakeholder management, problem-solving, and organizational skills.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.