Lead Customer Service Executive
3 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. Browse our Operations team openings to see how you can make an impact with us.
**About the Team**:
- Lead Customer Service Executive - Customer Facing, Customer Service- Lead and drive customer service team of Shopee business
- Define overall outsourcing strategy for Customer Service Team
- Manage, train and coach CS team and monitor their performance according to established monitoring standards
- Workforce and manpower planning to meet service commitment and business requirements
- Ensure that all subordinates are working effectively and follow all technical and company service processes
- Ensure proper notification/ escalation of service activities are followed to ensure smooth operation
- Ensure smooth running of daily processes to meet service level agreement
- Strategic plan and drive contact center process improvement
- Monitor and analyse vendor performance to identify irregularities and take proactive actions
- Ensure vendor service levels meet contractual targets and develop necessary countermeasures including defining penalties or developing action plans
- Develop and maintain the business relationships with existing vendors as a primary point of contact
**Requirements**:
- Bachelor's Degree or higher in any related field.
- At least 5 working experiences in managing customer service team
- Good command of written and spoken English
- Excellent communications and interpersonal skills
- Good service mind with the ability to handle customer's complaint and inquiry
- Strong leadership ability and demonstrated ability to develop team
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