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Senior Customer Service Team Lead

atShopee (Thailand) Co., Ltd.

Job Description:Actively guides, mentors, and develops Team LeadsEnsure team leaders are working effectively to control and monitoring agentsManage, train and coach contact center's team members and monitor staff's performance according to established monitoring standardsSupport CSM by giving feedback/information for personal development plan for TL to ensure they have a basic skill set required for controlling CS teamEnsure all KPIs are monitored and takes the necessary action by TL when KPI is criticalEnsure day to day CS operations run smoothly to meet service commitment levelHandle day-to-day customer and employee issues and any elevated and complex customer service complaintsNotification/escalate problems or issues to related departments in order to reduce the impact on customer satisfactionSupport CSM to development, implementation and execution of operational strategies for customer service managementRecommends CSM about CS improvement initiative to ensure all CS operations gap is coveredWorks with BPM to create SOP to ensure all TLs tasks are defined, documented and implementedEnsure all TLs SOP is conformedRequirmentsminimum 2 years of contact center/customer service management experienceMinimum of University educational level or equivalent further educationProven people management skillsLeadership Flair with the skill to motivate others to perform and exceed expectationsProfessional, proactive, positive and "can-do" attitudeExperience of Managing BPOs is an advantageAnalytical skillsFluent in both written and verbal English and Thai language skill

Experience required
  • any or no experience
Salary
  • Negotiable
Job function
  • Customer Service
Job type
  • Full-time
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Company overview

Size:2000-5000 employees
Industry:Information Technology
Location:Bangkok
Website:careers.shopee.co.th/
Founded in:2015
Ranking:4.5/5

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 marketplace with ea ... Read more

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 great talent of all ... Read more

Head office: Shopee

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
WorkVenture gives you an inside look at what it's like to work at Shopee (Thailand) Co., Ltd., office & team photos, reviews and more. This is the Shopee (Thailand) Co., Ltd. Company Page. All content is posted anonymously by employees currently or previously working at Shopee (Thailand) Co., Ltd..Apply to OmniApply to Airport LinkApply to Thai Metal TradeApply to WorkVenture Technologies