Customer Service Team Lead - ShopeeFood

Job Description

• Lead the team to handle customer inquiries and escalations efficiently, ensuring issues are resolved promptly and appropriately.
• Monitor and improve team performance, ensuring key operational deliverables are met (e.g., contact rate, backlog, productivity, CSAT, FCR).
• Handle escalations, including urgent, complex, or sensitive cases, ensuring timely resolution.
• Step in when needed to perform manager callbacks to maintain a high standard of customer service.
• Guide and coach team members by providing clear direction, feedback, and support for continuous improvement.
• Train team members to develop their skills and knowledge, ensuring they have the necessary resources to succeed.
• Identify gaps and inefficiencies in team performance, targets, or existing processes and procedures to enhance the quality of customer experience.
• Lead initiatives to enhance chatbot functionality and effectiveness, improving automation capabilities to address customer queries more efficiently.
• Work closely with stakeholders to provide input on chatbot design, user flows, and response accuracy.
• Analyze chatbot performance metrics and customer feedback to identify opportunities for improvement.
• Communicate performance indicators, results, and actionable insights to team members and management through prompt and accurate reports.
• Take ownership of understanding changes outside the team (e.g., new product lines, SoP updates) and ensure the team is prepared to adapt.
  
  

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).
• 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.

Experience with chatbot systems or automation tools is a plus.

Job Description

• Lead the team to handle customer inquiries and escalations efficiently, ensuring issues are resolved promptly and appropriately.
• Monitor and improve team performance, ensuring key operational deliverables are met (e.g., contact rate, backlog, productivity, CSAT, FCR).
• Handle escalations, including urgent, complex, or sensitive cases, ensuring timely resolution.
• Step in when needed to perform manager callbacks to maintain a high standard of customer service.
• Guide and coach team members by providing clear direction, feedback, and support for continuous improvement.
• Train team members to develop their skills and knowledge, ensuring they have the necessary resources to succeed.
• Identify gaps and inefficiencies in team performance, targets, or existing processes and procedures to enhance the quality of customer experience.
• Lead initiatives to enhance chatbot functionality and effectiveness, improving automation capabilities to address customer queries more efficiently.
• Work closely with stakeholders to provide input on chatbot design, user flows, and response accuracy.
• Analyze chatbot performance metrics and customer feedback to identify opportunities for improvement.
• Communicate performance indicators, results, and actionable insights to team members and management through prompt and accurate reports.
• Take ownership of understanding changes outside the team (e.g., new product lines, SoP updates) and ensure the team is prepared to adapt.
  
  

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).
• 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.

Experience with chatbot systems or automation tools is a plus.