Job Summary:

The position requires a broad range of day to day tasks to support key initiatives designed end to end processes of customer care operation. Personal coaching, monitoring agents' performance, and handle customers complaint. Regular feedback for better operation process to meet the team objective for effectless customer experience. Daily operation performance tracking and report to supervisor.

Role:

• Effectively Perform the daily operation management as below;
• Supervise the service activity for multichannel contact points (Chat, Email, Calls).
• Monitoring realtime service performance according to SLA.
• Supervise the customer activity recording from team members.
• Provide guidance or personal coaching to team member to achieve their persona goal based on department target.
• Managing the service complaint cases and/ or eslcate to concern parties, follow up to make sure that request will be handled properly.
• Preparing the routine operation report.
• Daily breifing on hot issue / general updating about product and service knowledge.
• Process improvement and initiatives;
• Feedback about customer complaint or suggestion to concern party about voice of customers to improve the customer experience.
• Overcome the existing process or technology (support system) to make sure that it will be easier/ faster and more efficiency to support the customers' request.
• Be accountable for special assignments relating to function as allocated by immediate superior level.

• Bachelor's degree or higher in any related field.
• At least 3-5 years experience in customer service in the area of Hospitality, E-commerce, Telecommunication, Complaint management, Helpdesk or experience in the startup industry is a plus.
• 2 years experience in managing the service team.
• Creative – Positive thinking, strong 'can-do' attitude is a must.
• Strong team and people management, coaching skill.
• Strong Microsoft office skill and familiar with cloud based CRM platform.
• Good analytical, Interpersonal, communication, reasoning and logical thinking.
• Good communication skill in English both speaking and writing.
• Tech savvy, personal interest in social media communication and new technology.
• Be able to work on shift.