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Cross Border Customer Service Lead
2 weeks ago
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 managing cross border customer service teams
- Ensure that all subordinates are working effectively and follow all technical and company service processes
- Helping improve internal operational efficiency
- Co-ordinate with other teams in different locations
- Manage, train and coach contact center’s team members and monitor staff’s performance according to established monitoring standards
- Handle customer and sellers queries and complaints
**Requirements**:
- Bachelor's degree or higher in any related fields
- At least 5 years of experience in contact center background (preferably chat)
- Able to adapt to fast pace environment is a must
- Proficient in communication both English and Thai
- Self-motivated, independent, pro-active with little supervision
- People management skills
- Excellent communications and inter-personal skills
- Good service mind with the ability to handle customer's complaint and enquiry
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