Customer Service Operations

7 days ago

กรงเทพมหานคร, Thailand Shopee Full time

Department Operations- LevelEntry Level- 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.
- ** Manage Customer Service Team**
Oversee the day-to-day operations of the customer service team, ensuring optimal performance and achievement of KPIs such as response time, resolution time, and customer satisfaction (CSAT).
- ** Process Optimization**
Continuously evaluate and optimize customer service processes and workflows to improve efficiency, reduce costs, and enhance the customer experience.
- ** Monitor and Analyze Performance Metrics**
Track key performance indicators (KPIs), including first-contact resolution, service level agreements (SLAs), ticket volume, and customer feedback, to drive improvements in service delivery.
- ** Develop and Implement Training Programs**
Create and implement training programs for customer service agents, ensuring they are knowledgeable about products, services, and best practices in customer support.
- ** Handle Escalations and Complex Cases**
Act as the point of escalation for complex customer issues, ensuring timely and effective resolutions while maintaining a high level of customer satisfaction.
- ** Collaborate with Cross-Functional Teams**
Work closely with product, IT, and sales teams to address customer needs, enhance service offerings, and resolve systemic issues affecting service quality.
- ** Maintain Quality Assurance**
Oversee the implementation of quality assurance (QA) processes, monitoring customer interactions to ensure compliance with company standards and continuous improvement.

**Requirements**:

- Bachelor's degree in Business Administration, Operations Management, or a related field. Relevant certifications or advanced degrees are a plus.
- At least 1-2 years of experience in customer service or operations management, with a proven track record of leading and improving customer service teams.
- Strong leadership and team management skills with the ability to motivate, mentor, and develop customer service agents.
- Ability to analyze service data, performance metrics, and customer feedback to drive operational improvements.
- Strong verbal and written communication skills, capable of interacting with various internal stakeholders and handling customer escalations effectively.
- Ability to think critically, troubleshoot complex issues, and implement solutions in high-pressure environments.
- A deep commitment to delivering high-quality service and an understanding of customer needs, ensuring a positive customer experience.
- Ability to manage multiple tasks, prioritize workload effectively, and ensure deadlines and objectives are met consistently.

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