Customer Service (Seller Chat), Scommerce (Bukit Raja, Klang)
Shopee
Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Job Description
- Collaborated with cross-functional teams, including Customer Service, Warehouse, and Logistics, to resolve customer issues efficiently.
- Led and managed the support team to ensure alignment and smooth day-to-day operations.
- Responded promptly to brand and agent inquiries via online and offline channels
- Monitored chat quality and conducted regular coaching sessions and team huddles to maintain high service standards.
- Conducted interviews, managed onboarding, and delivered training programs for new joiners.
- Monitored low CSAT (Customer Satisfaction) scores and provided targeted coaching to agents during Days of Duty (DoD).
- Tracked, analyzed, and implemented strategies to improve CSAT and conversion rates.
- Performed weekly QA audits (WoW) to evaluate and enhance agent performance.
- Created and dispatched promotional vouchers as part of customer engagement efforts.
- Developed and updated chat scripts to ensure consistency and accuracy in customer communications.
- Handled the reinstatement of brand membership points for eligible customers.
- Provided real-time support, guidance, and coaching to agents during their shifts (DoD).
- Bachelor’s degree in a relevant field (e.g., Business, Operations Management, Supply Chain, or related disciplines).
- Proven experience in managing frontline teams, including performance tracking and team development.
- Strong communication skills with the ability to influence and drive cross-functional collaboration.
- Demonstrated experience in leading process improvement or customer experience projects.
- Must have prior experience in a fast-paced, dynamic industry environment.
- Working Location: Bukit Raja, Klang
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