Customer Service Team Lead

3 days ago

Kuala Lumpur, Malaysia Shopee Full time

Department Operations - LevelExperienced (Team Lead) - LocationMalaysia - Kuala Lumpur The 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 the team to handle customer inquiries and escalations efficiently, ensuring issues are resolved promptly and appropriately. - Monitor and improve team performance, ensuring key operational deliverables are met (e.g., contact rate, backlog, productivity, CSAT, FCR). - Handle escalations, including urgent, complex, or sensitive cases, ensuring timely resolution. - Step in when needed to perform manager callbacks to maintain a high standard of customer service. - Guide and coach team members by providing clear direction, feedback, and support for continuous improvement. - Train team members to develop their skills and knowledge, ensuring they have the necessary resources to succeed. - Identify gaps and inefficiencies in team performance, targets, or existing processes and procedures to enhance the quality of customer experience. - Lead initiatives to enhance chatbot functionality and effectiveness, improving automation capabilities to address customer queries more efficiently. - Work closely with stakeholders to provide input on chatbot design, user flows, and response accuracy. - Analyze chatbot performance metrics and customer feedback to identify opportunities for improvement. - Communicate performance indicators, results, and actionable insights to team members and management through prompt and accurate reports. - Take ownership of understanding changes outside the team (e.g., new product lines, SoP updates) and ensure the team is prepared to adapt. **Requirements**: - Bachelor's degree in a relevant field. - Minimum of 5 years experience in a multi-channel Contact Center or Customer Service or BPO operation setting, of which at least 3 years of experience in managing a team of (>10 people). - Excellent listening skills, critical-thinking communication and interpersonal skills. - Proficient in Business English (both verbal and written). - Eye for detail and efficiency in completing tasks. - Ability to work independently with mínimal guidance in a time critical environment. - Ability to make proposed decisions based on case handling and guide the reporting line accordingly. - Strong problem-solving skills and analytical and process development skills. - Ability to work under pressure with tight deadlines, multi-task and prioritize. - Experience with chatbot systems or automation tools is a plus.

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