Customer Service Team Lead
2 weeks ago
DepartmentOperations
LevelExperienced (Team Lead)
LocationThailand - Bangkok
The 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.
- Lead and manage customer service team in e-commerce business
- Manage, train and coach team members and monitor their performance to achieve KPIs
- Manage the development and implementation of operational strategies for customer service management
- 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 with sellers
- Handle customer and sellers queries and complaints
- Ensure operation support provided is able to meet service commitment and customer requirement
- Ensure smooth running of daily processes to meet service commitment level
**Requirements**:
- Bachelor's Degree or higher in any related fields
- At least 5 working experiences in managing customer service team
- Good command of written and spoken English
- Excellent communications and inter-personal skills
- Good service mind with the ability to handle customer's complaint and inquiry
- Leadership ability to include demonstrated ability to develop team
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