Customer Service Supervisor - ShopeePay
Shopee
Date: 3 weeks ago
City: Remote
Contract type: Full time
Remote
Job Description
- Lead, mentor, and motivate a team of customer service agents to achieve performance targets and deliver exceptional customer experiences.
- Conduct regular team meetings to communicate updates, discuss challenges, and share best practices.
- Provide ongoing development opportunities to enhance team members' skills and knowledge.
- Oversee and monitor daily operations of the ShopeePay customer service team, ensuring timely and accurate resolution of customer inquiries, issues, and escalations.
- Collaborate with other departments to address complex customer concerns and implement solutions to improve overall customer satisfaction.
- Establish and track key performance indicators (KPIs) for the team, regularly reviewing performance against set targets.
- Conduct performance evaluations, provide constructive feedback, and implement performance improvement plans as needed.
- Identify areas for process improvement within the customer service workflow to enhance efficiency and customer satisfaction.
- Work closely with lead and the Ops Excellence teams to implement and streamline processes that contribute to a more effective and responsive customer service function.
- Monitor quality assurance measures to ensure consistency and accuracy in customer interactions.
- Conduct regular audits of customer service interactions and provide feedback for continuous improvement.
- Generate and analyze reports on customer service performance, highlighting trends, areas for improvement, and success stories.
- Provide regular updates to senior management on the team's performance and key metrics.
- Bachelor's degree in Business Administration, Customer Service, or a related field.
- Proven experience in a supervisory or team lead role in customer service, preferably in the eWallet or financial technology industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Ability to thrive in a fast-paced and dynamic environment.
- Proficiency in English and Malay languages.
- Enjoy working efficiently and independently in a fast-paced, high-volume environment.
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