Shopee (thailand) Company Limited (Bangkok, Bangkok City, Thailand)
Bangkok,
Thailand
Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.
Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.
Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.
The Customer Service, Chat Lead position at Shopee involves leading a customer service team in an e-commerce environment, focusing on achieving KPIs and ensuring effective service processes.
Responsibilities
• Lead customer service team of e-commerce business
• Own, monitor and drive team to achieving related KPIs and overall performance
• Ensure that all agents are working effectively and follow all technical and company service processes
• Ensure proper notification/ escalation of service activities are followed to ensure smooth operation with sellers
• Manage, train and coach team members
• Ensure smooth running of daily processes to meet service commitment level
Requirements
• Bachelor's Degree in any related fields.
• At least 2+ years’ experience in a contact center, managing a team of at least 10 agents.
• Good command of written and spoken English
• Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
• Good logic and able to form assumption to identify team/individual performance gap
• Worked with or Able to comprehend KPIs/performance data reports
• Able to work in shift is an advantage
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