Customer Service, Chat Lead (Shopee)

Job Description

• Lead customer service team of e-commerce business
• Own, monitor and drive 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 level

Requirements

• Thai nationality
• Bachelor's Degree in any related fields.
• At least 2+ 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 assumption to identify team/individual performance gap
• Worked with or Able to comprehend KPIs/performance data reports
• Able to work in shift is an advantage