Customer Support Team Lead

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia ZALORA Group Full time

**About the Role**

We are looking for a highly motivated and experienced Senior Product Support professional to lead our Product Support team at ZALORA Group.

The successful candidate will be responsible for overseeing and managing the Product Support function, ensuring that requests and inquiries are handled within agreed Service Level Agreements (SLAs).

You will work closely with other departments to ensure that support processes are aligned with the company's overall needs and objectives.

This is an exciting opportunity for an ambitious and driven individual to take on a leadership role and make a meaningful impact on the success of our organization.

Key Responsibilities:

  • Build up a new team for Product Support in ZalORA Technology Team.
  • Set goals and targets for the support team and track daily, weekly and monthly performance against agreed SLAs.
  • Ensure that support inquiries are handled in a timely, efficient, and effective manner.
  • Handle escalated customer, merchant or stakeholder issues and complaints.
  • Analyze support data and develop reports to identify trends and areas for improvement.
  • Hire, train, and develop support staff.
  • Develop, implement and continuously improve support policies and procedures.
  • Work closely with other departments to achieve company objectives.

Requirements:

  • Has 3+ years of experience in customer service or support, with at least 2 years in a management role.
  • Has certification or experience in ITIL framework or any equivalent.
  • Has prior experience in setting up Freshdesk / Fresservice / Zendesk.
  • Strong problem-solving skills and the ability to handle escalated customer issues and complaints.
  • Strong leadership skills, with a proven ability to manage and develop teams.
  • Experience in analyzing data and developing reports to identify trends and areas for improvement.
  • Ability to work collaboratively with other departments to achieve company objectives.


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