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    Customer Service Supervisor - Malaysia, Kuala Lumpur - Shopee

    Shopee
    Shopee Malaysia, Kuala Lumpur

    2 days ago

    Shopee background
    Full time Technology / Internet
    Description

    Job Description:

    • Lead, mentor, and motivate a team of customer service agents to achieve performance targets and deliver exceptional customer experiences.
    • Conduct regular team meetings to communicate updates, discuss challenges, and share best practices.
    • Provide ongoing development opportunities to enhance team members' skills and knowledge.
    • Oversee and monitor daily operations of the ShopeePay customer service team, ensuring timely and accurate resolution of customer inquiries, issues, and escalations.
    • Collaborate with other departments to address complex customer concerns and implement solutions to improve overall customer satisfaction.
    • Establish and track key performance indicators (KPIs) for the team, regularly reviewing performance against set targets.
    • Conduct performance evaluations, provide constructive feedback, and implement performance improvement plans as needed.
    • Identify areas for process improvement within the customer service workflow to enhance efficiency and customer satisfaction.
    • Work closely with lead and the Ops Excellence teams to implement and streamline processes that contribute to a more effective and responsive customer service function.
    • Monitor quality assurance measures to ensure consistency and accuracy in customer interactions.
    • Conduct regular audits of customer service interactions and provide feedback for continuous improvement.
    • Generate and analyze reports on customer service performance, highlighting trends, areas for improvement, and success stories.
    • Provide regular updates to senior management on the team's performance and key metrics.

    Requirements:

    • Bachelor's degree in Business Administration, Customer Service, or a related field.
    • Proven experience in a supervisory or team lead role in customer service, preferably in the eWallet or financial technology industry.
    • Excellent communication and interpersonal skills.
    • Strong problem-solving and decision-making abilities.
    • Ability to thrive in a fast-paced and dynamic environment.
    • Proficiency in English and Malay languages.
    • Enjoy working efficiently and independently in a fast-paced, high-volume environment.
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