jobsDB ref: JTH300003002104902
Responsibilities:
People & development
- Actively guides, mentors, and develops Team Leads
- Ensure team leaders are working effectively to control and monitoring agents.
- Manage, train and coach contact center's team members and monitor staff's performance according to established monitoring standards.
- Support CSM by giving feedback/information for personal development plan for TL to ensure they have a basic skill set required for controlling CS team.
Operations
- Ensure all KPIs are monitored and takes the necessary action by TL when KPI is critical.
- Ensure day to day CS operations run smoothly to meet service commitment level.
- Handle day-to-day customer and employee issues and any elevated and complex customer service complaints.
- Notification/escalate problems or issues to related departments in order to reduce the impact on customer satisfaction.
Process & performance
- Support CSM to development, implementation and execution of operational strategies for customer service management.
- Recommends CSM about CS improvement initiative to ensure all CS operations gap is covered.
- Works with BPM to create SOP to ensure all TL’s tasks are defined, documented and implemented.
- Ensure all TL’s SOP is conformed.
Qualifications:
- Bachelor's Degree or higher in any related fields.
- Thai nationality only
- At least 2 working experiences in managing customer service team
- Good command of written and spoken English
- Excellent communications and inter-personal skills
- Good service mind with the ability to handle customer's complaint and inquiry
- Leadership ability to include demonstrated ability to develop team
- Provel people management skills
- Professional, proactive, positive and "can-do" attitude
- Experience of Managing BPOs is an advantage
- Analytical skills
jobsDB will send your application for review directly to Shopee (Thailand) Co., Ltd.
About Shopee (Thailand) Co., Ltd.
Create history with us!
It’s quite the journey, and we’ve just begun…
Our Company
Shopee is the largest eCommerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, making online shopping easy, secure and fast through its strong payment and logistical support. Shopee is strongly supported by Sea (formerly known as Garena), Southeast Asia’s largest internet platform provider. Shopee can be downloaded for free on App Store and Google Play in Singapore, Malaysia, Thailand, Taiwan, Indonesia, Vietnam, and the Philippines.
With over million active users a day make us well progress and more forward.
With massive resources, deep expertise in mobile space, operational experience in the local markets and leadership with deep eCommerce
background and experience, the company is confident that the new business will emerge as a clear market leader in the near future.
Young & Talented Sailors
You will become the rewarding Sailors of the best eCommerce team in Southeast Asia and join a group of young and motivated entrepreneurs
with various backgrounds. This is a unique opportunity to gain valuable and challenging experience at a fast expanding start-up company.
MNC Working Environment & Attractive fringe benefits
We are offering an attractive salary, good benefits and welfare to the successful candidates. With our work in multinational company style will teach and make the staff be a good team player and success in the career life.
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