Seller Customer Service Lead

6 months ago

กรงเทพมหานคร, Thailand Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- 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.

**About the Team**:

- You will lead a team of agents and staff whose main tasks are to ensure a flawless experience of Shopee sellers. Your scope includes daily driving and monitoring KPIs that reflect seller experience, managing multiple lines of business, working closely with in-house and BPO partners, coordinating with other teams, identifying key barriers and drivers of your team, and initiating and executing strategic improvement- 1. Daily Operation Performance- Manage day-to-day operations, and ensure that your team and agent performance meets the standard set
- Be the first point of contact when there are incidents, key projects, and new feature launches that could possibly impact seller experience or induce incoming contacts
- Key KPIs for your team are Productivity, CSAT, Resolution Time, Handling Time, QA, and Agent Performance
- 2.Process Improvement/Project Management- Identify and assess the needs of each sub-team through data-driven analysis
- Cooperate with CSPM and other internal teams to initiate and execute E2E projects to improve team and agent performance. This includes revamping SOPs, 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
- 3.People management/development- Identify and assess agent performance through data-driven analysis
- Coach and guide each team member to perform the tasks
- Ensure that everyone in the team reaches their maximum potential

**Requirements**:

- 3+ years at manager level in customer services or operations
- Experience in people management, BPO management, or equivalent management skill is a must
- Ability to effectively organize and manage multiple improvement initiatives simultaneously
- Ability to visualize data to support your arguments and point out key highlights on the presentation
- Critical thinker with innovative problem-solving skills
- Fantastic organizational and time management skills
- Strategic and creative mindset
- Flexible and quick learning
- Happy to work in a fast-paced environment
- Proficient in using Excel, Google Sheet, and Google Slide

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