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Customer Service Lead

1 month ago

Kuala Lumpur, Malaysia Shopee Full time

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 ad-hoc 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 ad-hoc tasks, if any

**Requirements**:

- Degree holder in any field of studies
- Minimum 10-15 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