Customer Service Experience Lead

3 weeks ago

กรงเทพมหานคร, Thailand Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationThailand - BangkokThe 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 and drive customer satisfaction, identify opportunities and determine strategies to improve overall customer service experience, leveraging emerging technologies, methodologies, and industry best practices.
- Develop and execute a strategic roadmap for customer experience improvement projects aligned with the company's overarching goals and customer-centric vision.
- End-to-end project management of customer experience and service quality improvement initiatives (inclusion of project initiation, time & resource planning, stakeholder alignment, execution, monitoring and evaluation)
- Lead the prioritization, selection, and management of customer experience projects, ensuring alignment with strategic objectives and resource optimization.
- Work closely with executive leadership, department heads, and stakeholders to align project objectives with strategic quality improvement initiatives.
- Establish quality indicator metrics, tracking and monitoring process to evaluate projects success and impact on customer satisfaction, presenting findings to stakeholders.
- Implement change management strategies to drive adoption of new processes, technologies, or initiatives among customer service teams.
- Identify potential risks and develop proactive mitigation strategies to ensure successful project delivery and mínimal disruption to customer service operations.
- Regularly assess and refine the customer service quality based on market trends, customer feedback, and business goals.
- Observe (on-the-ground) agents behaviors and performance to validate effectiveness of agents & operation to address necessary corrections
- Identify and assess agent quality performance through data-driven analysis
- Coach and guide each team member to perform corrective actions across for agents across all channels, SOP, functional teams
- Ensure that everyone in the team reaches their maximum potential

**Requirements**:

- Thai nationality
- Bachelor's Degree in any related field.
- At least 4++ years’ experience in Project Management or Customer Experience/Quality Auditor/Quality Inspection, preferably in technology/e-commerce environments.
- Customer service orientation, with sound judgment and dedication to providing exceptional service quality.
- Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
- Strong logic, problem solving, data analysis skills and competent at interpreting KPIs data into practical gap analysis assumption and execution of improvements
- Strong written and verbal communication/presentation skills and can convey messages expressively and structurely
- Strong leadership, resilience to work under tight deadlines and pressure
- Ability to deal with ambiguity and complex, matrixed environments with mínimal oversight.
- Happy to work in a fast-paced, fast evolving environment
- Must adapt and respond well to changes and effectively re-adjust priorities as needed;
- Learn fast, act fast with strong attention to detail and accuracy

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