CS Team Lead - FBS (Shopee)

Responsibilities

• Lead customer service team of e-commerce business
• Own, monitor, and drive the team to achieving related KPIs and overall performance
• Ensure that all agents are working effectively and follow all technical and company service processes
• Ensure proper notification/ escalation of service activities are followed to ensure smooth operation with sellers
• Manage, train, and coach team members
• Ensure smooth running of daily processes to meet service commitment levels

Requirements

• Bachelor's Degree in any related field.
• At least 3+ years’ experience in a contact center, managing a team of at least 10 agents.
• Good command of written and spoken English
• Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
• Good logic and able to form assumptions to identify team/individual performance gap
• Worked with or Able to comprehend KPIs/performance data reports
• Able to work in shift is an advantage