SWAT Team Lead (CS) - Operations, MY Marketplace

Full Time, onsite
Shopee
Kuala Lumpur, Malaysia

Salary undisclosed

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Department Operations

LevelExperienced (Team Lead)

LocationMalaysia - Kuala Lumpur

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 and manage a customer centric team that delivers prompt and appropriate solutions to customers through managing customer questions and escalating concerns to other relevant departments and ensure follow it through resolution.
Step in when needed to perform manager callback to ensure we deliver consistent good customer service to our customer. make outbound calls and ensure that our customers receive the best possible service.
Monitor and improve the team's performance.
Ensure team meets all the key daily operation deliverables and also achieving the overall customer service metrics (overall backlog,productivity, CSAT, FCR and etc)
Handles escalations including urgent, complex and sensitive cases from the team.
Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback.
Ensure that team members have the resources they need to be successful.
Train and coach team members to develop their skills and knowledge.
Provide feedback and support to team members to help them achieve their goals.
Work with the Inhouse customer service lead to identify areas for improvement and implement solutions.
Communicates and coordinates with various departments to provide relevant feedback.
Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience.
Ensure compliance with company policies and procedures.
Perform and manage ad hoc tasks as assigned.
Communicate relevant performance indicators and result to agents and management through prompt reports.
Conduct periodic individual coaching and feedback sessions that focus on improving team performance and also overall customer service KPIs.
Take ownership to understand how changes outside the team (new product lines, changes to SoP) will impact the team and ensure team readiness.

Requirements:

Bachelor's degree in a relevant field.
Minimum of 5 years experience in a multi-channel Contact Center or Customer Service or BPO operation setting, of which at least 3 years of experience in managing a team of (>10 people).
Experience in customer service and handling manager callback
Excellent listening skills, critical-thinking communication and interpersonal skills.
Proficient in Business English (both verbal and written).
Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)
Eye for detail and efficiency in completing tasks.
Ability to work independently with minimal guidance in a time critical environment.
Ability to make proposed decisions based on case handling and guide the reporting line accordingly.
Strong problem-solving skills and analytical and process development skills.
Ability to work under pressure with tight deadlines, multi-task and prioritize.
User Experience is an added advantage.