Customer Service Operations Management (Shopee)

Shopee (thailand) Company Limited

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.

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Fungsi pekerjaan: Layanan Pelanggan

Industri: Eceran dan grosir Layanan E-commerce & Online Teknologi Informasi

Detail posisi

The Customer Service Operations Management position at Shopee involves leading the customer service team to achieve objectives and ensure optimal customer experiences while managing metrics and driving improvements.

Kewajiban

• Lead the customer service team to achieve OKRs, SLAs, and company policies, ensuring the best customer experiences
• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction and Quality
• Be the first point of contact when there are incidents, key projects, and new feature launches that could possibly impact customer experience or induce any incoming contacts
• Identify and implement opportunities for efficiency, productivity, and cost reduction, support & execute any new strategic initiatives, and define requirements for new projects or system implementations.
• Work with direct reports and external vendors to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Cooperate with project teams and other internal teams to initiate and execute any projects to improve team and agent performance. This includes revamping agent procedures, empowering the agents, and system enhancements or automation.
• Prepare presentation decks to report the weekly performance of your team and update the progress of improvement plans to high-level management.
• Manage manpower, resource allocation, and team dynamics, fostering a collaborative and efficient work environment.
• Identify and assess team lead and agent performance through data-driven analysis
• Coach and guide each member to perform the tasks
• Ensure that everyone in the team reaches their maximum potential

Kualifikasi

• Bachelor's Degree in any related fields.
• At least 3+ years’ experience in customer service, preferably, managing a large team and/or having vendor management or partner management experience
• Strong problem-solving, with a focus on data-driven decision-making and dashboard utilization.
• Ability to work under pressure. Proactive, eager to learn new things, self-starter with a can-do attitude
• Excellent leadership, communication able to form assumption to identify team/individual performance gap
• Happy to work in a fast-paced environment