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.
Requirements
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.
