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.

Responsibilities:

• 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.