Customer Service Lead - Kuala Lumpur, Malaysia - Shopee

Shopee

Verified Company

Kuala Lumpur, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

DepartmentOperations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products.

The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Lead to manage the Overall Operations i.e. Inhouse and BPO team. People Management, Performance Management, Quality Management, Operations Management, Backlog Management
Lead Customer Service team in delivering high quality customer service experience through effective management of day to day operations
Motivate team members including Team Leads and Customer Service Agents, ensuring that tasks are performed in line with and beyond the desired service level and Key Performance Indicators, such as Customer Satisfaction (CSAT), First-Call Resolution (FCR), Attendance etc
Track and monitor aging cases, escalate and resolve as appropriate
Initiate and perform root cause analysis in cases of failure in Service Level Agreement, implement agile initiatives to mitigate reoccurrence
Review function's overall resources on a regular basis, workforce planning and ensure optimum manpower is available to support existing and adhoc business needs
Utilise various data pool and metrics in daily operations and provide real time insights, escalation with proposed solutions to key stakeholders
Responsible for team members' developmental needs, including but not limited to coaching, direction setting and performance monitoring
Drive continuous improvement initiatives in daily operations to promote an efficient, effective and adaptable mindset amongst team members
Active participation in adhoc tasks, if any

Requirements:

Degree holder in any field of studies
Minimum 1015 years of relevant experience in Contact/ Call Centre or Customer Service environment with 10 years in a Manager capacity
Passionate in delivering excellent customer service experience
Excellent leadership, communication and negotiation skills
Structured thought process with great sense of urgency
Able to work independently with mínimal supervision