Live Chat Supervisor

7 months ago


กรงเทพมหานคร, Thailand Shopee Full time

Department Operations- 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.
- Manage day-to-day live chat operation for SPX
- Ensure smooth running of daily processes to meet service commitment level
- Assists with taking agents’ chat if they can’t handle the workload
- Oversee and drive team to achieving related KPIs and overall performance
- Ensure that all agents are working effectively and follow all technical and company service processes
- Ensure proper notification/escalation of service activities are followed to ensure smooth operation with sellers/buyers
- Continually improve chat and answer scripts and documentation procedures for agents
- Coach, train, motivate and support team members
- Analyze the data and prepare report to senior management on a weekly and monthly basis
- **1 Year contract**

**Requirements**:

- Thai nationality
- Bachelor's Degree in any related field.
- At least 2+ years’ experience in a contact center, managing a team of at least 5 agents
- Experience in CRM and Live chat Management System would be an advantage
- Experience in logistics business or e-commerce business would be an advantage
- Good command of written and spoken English
- Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
- Good analytical thinking and able to form assumption to identify team/individual performance gap
- Worked with or Able to comprehend KPIs/performance data reports
- Able to work in shift is an advantage



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