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Dispatcher Team Lead (Based in Kuala Lumpur, Malaysia)
atfoodpanda (Thailand) Co., Ltd.Position Summary:
Team Lead is the front-line supervisor that is responsible in providing quality and efficient Customer Service to foodpanda’s guests through the daily management of a team of CSE. TL is also responsible to ensure maximum involvement and contribution from the team members under their leadership. TL is also responsible to manage, coach and monitor the team while coordinating with other leaders/partners to ensure that all relevant service levels and KPIs are met. TL will be based in Kuala Lumpur
Key Responsibilities:
- To manage day to day operation of the contact centre
- To initiate and manage weekly 1:1, team huddle and team meetings effectively
- To manage resources, planning and implementing Contact centre strategies effectively
- Ability to motivate and coach agents/Shift Lead
- Leading a team in handling Customer Service
- Ensuring all tickets are solved within SLAs
- Problem solving skills in handling complaints effectively and efficiently
- Familiar with Zopim and Zendesk
- Good listening skills
- Approachable personality with people handling skills
Requirements:
- Minimum of 2 years working experience as Team Leader in any contact centre
- Good written and communication skills
- Proficient in Thai in both oral and written
- Able to speak basic communication English
- Experienced managing a team of 15-20 headcounts
- Experience in reporting using Microsoft Excel or Google Sheet is an added advantage
- Experience in Zopim/Zendesk is an added advantage
- Able to work on shifts, weekends and Public holidays
- Willing to take on additional task assign
- Reliable, punctual and motivated
What we offer:
A top-notch office in Kuala Lumpur, Malaysia close to amazing restaurants and bars. Inside the walls of this office you’ll find:
- An empowering, international and agile working environment
- Responsibility from day one in an innovative and rapidly expanding tech business
- Regular office parties and exciting team events
- And a bunch of cool extras including a kicker table and table tennis, as well as free fruits and, of course, a monthly corporate allowance for foodpanda.
Experience required
- 2 years
Career level
- Middle Level
Only Thai nationals can apply
Salary
- Negotiable
Job function
- Customer Service
Job type
- Full-time
Age preferred
- From 25 to 30
Company overview
Our foodpanda family consists of problem solvers, designers, thinkers and tinkers, working around the clock to make foodpanda the most powerful online tool for food delivery in the universe. We believe that ordering food should be easy, fast and most importantly, fun! We wanted food delivery to be s ... Read more
Why join us: What do we offer? Employee discount codes Flexible hours Types of leave: birthday, bereavement, personal, business, paternity, maternity Medical insurance Fitness at Avani Hotel eLearning platform English or Thai classes Free massages, food and drinks every Friday! Additionally, s ... Read more
Benefits
- Professional development
- Employee discount
- Five-day work week
- Flexible working hours
- English lessons
- Annual bonus
- Gym membership
- Health Insurance
- Maternity leave
- Paid holidays
- Social Security
- Travel Allowance