Shopee (Thailand) Co., Ltd.
Customer Service Supervisor (ShopeeFood)
atShopee (Thailand) Co., Ltd.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.
Job Description:
- Lead customer service improvement projects through effective project management and leadership
- Provide overall management and leadership of the Customer Service Team focused on an excellent end-to-end customer service
- Manage a team to resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution.
- Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etc
- Initiate, monitor, and report performance metrics for all customer service areas to achieve qualitative and quantitative targets
- Analyze and develop process, workflow, and SOPs to enhance the effectiveness of working process and improve customer experience
- Develop workforce management strategies and prepare a yearly headcount planning
- Ensuring agents understand and comply with all call center objectives, performance standards, and company policies.
Requirements:
- Bachelor or Master degree in any related field
- 3 - 4 years of customer service experience
- Customer service-oriented and have ability to adapt/respond to different types of characters
- Excellent team management and communication skills
- Strong analytical skills, good critical thinking and problem solving
- Ability to lead, supervise, and develop teams
- Ability to initiate an advanced troubleshooting and proactively prepare workaround
- Ability to demonstrate a high level of verbal and written English and proficient in Excel
- Proven ability to deliver and execution in a fast-paced dynamic environment
- Excellent interpersonal and communication skills
- Team player with a positive attitude
Preferred Qualifications:
- Familiarity with CRM systems and practices
Experience required
- 4 years
Salary
- Negotiable
Job function
- Customer Service
- Management
Job type
- Full-time
Company overview
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
