Customer Service Lead

Founded in 2017, RPG Commerce is a leading direct-to-consumer (DTC) social e-commerce company dedicated to building cutting-edge everyday essentials. With an in-house portfolio ranging from innovative active wear to home and living products, RPG currently carries in-house brands, including Thousand Miles, Montigo and Cosmic Cookware. Recently securing a Series B funding round of RM127 million, RPG Commerce has over 100 employees in KL, Singapore and Philippines who work everyday to develop, design and produce high-quality products all over the world. To find out more, please visit https://www.rpg.ventures/.

About the Role

The Customer Service Lead is responsible in managing the team, and ensuring the team's overall performance. This role is also expected to analyze a customer service department’s operations and provide recommendations on ways to improve productivity and customer satisfaction levels. Using various data such as customer satisfaction reports, surveys and customers’ emails, you will need to be able to develop strategies and techniques to enhance the service department’s effectiveness.

Responsibilities

• Manage the day to day processes of the customer support team to consistently deliver exceptional and efficient customer care
• Work closely with the Head of Department to lead, train and grow the team, being actively involved in the hiring & induction process.
• Develop, review, enhance and implement any customer service policy and SOPs needed within the department.
• Implement a comprehensive ticket QA process to ensure training is kept on pace and external updates are implemented in a timely manner
• AB test customer policy improvements to increase customer happiness, NPS, CSAT, and repurchase rate while decreasing refunds and disputes
• Maintain the automations and response times for all channels, including email, Facebook, Instagram, and other social media platforms.
• Collaborate with external departments to relay points of feedback to consistently decrease inbound ticket volume
• Create processes and methods to monitor and collect data on current customer service operations.
• Develop a standard set of analytical tools to enable business to perform data analysis relating to the customer service department.
• Analyse data to determine areas for performance improvement within the customer service team.
• Responsible for setting the customer expectation and escalating issues to relevant key stakeholders when necessary.
• Plan and implement optimisation projects using data collection within the customer service pillar to improve efficiency and reduce costs.
• Collaborate and communicate with other departments within the organisation to identify efficiency issues, develop solutions and implement changes
• Design and produce monthly internal reports and metrics to measure performance against contractual deliverables, and to measure internal operational performance, identify trends and issues, and to measure internal efficiency
• Create dashboards, reports, and analyses that explain trends – what happened, what may happen, and why
• Maintain the operational policies and procedures of the customer service department.
• Responsible for creating and updating process flowcharts for reference and training purposes.

What You Need To Have

• Bachelor's degree or relevant experience of at least 5 years of experience in customer service, preferably in a contact centre environment
• Fundamental understanding of e-commerce/e-marketplace
• Strong planning and strong analytical as well as process driven and detail-oriented personality
• Strong communication skills and a hands-on mentality
• Excellent interpersonal skills and the confidence to deal with stakeholders at all levels
• Excellent knowledge of PC applications / tech savvy, Excel and MS Office skills.
• Excellent verbal and written communication skills in English
• Excellent listening skills, critical-thinker with attention to detail
• Highly organized and able to work on multiple projects in a self-structured and well-prioritized way