Responsibilities for Customer Service Team:
• Manage, guide and grow the entire team from Call Center, Ticketing, Audit & Training to provide best-in-class service experience to both customers as well as the sellers
• Responsible for day-to-day issues and complaints, manage escalation flow to other teams as well as recommend holistic solutions that yield net benefits in both short-term and long-term
• Build the customer satisfaction scorecard, run initiatives to improve customer satisfaction
• Develop, document and refine SOP, work-flows, best practices, work structure to increase efficiency and productivity of the team whilst maintaining alignment across the Operations and Client Success Management/
Key Account Management team
• Report, evaluate and provide insights and actionable on weekly and monthly KPIs and costs
• Very inclined towards innovation and technology, familiar with the set-up and reporting use of various platforms such as Salesforce, Zendesk, Freshdesk, Call Operators, etc
• Strengthen the Customer Service team, engage Customer Service team with the rest of the company
• In charge of building the "Customer-Centric" mindset across the organization.
Responsibilities for Service Recovery & Claim Management Team:
• Resolve the lost/damaged parcel cases within internal Operations team
• Provide insights to & collaborate with Compliance & Operations teams to improve Ops processes in order to control lost/damaged parcel ratio
• Liaise with the Finance team to effectively & swiftly settle the claim processes with external customers/sellers (in order to provide the best-in-class customer service)
• Build & develop the team to have strong process-driven & customer-centric mindset
Major Challenges
• Describe the major challenges that are faced in carrying out the job, and what needs to be done in order to overcome them.
Key Decisions
• Describe 1 or 2 typical decisions that need to be made in the course of the job.
• List the data which will reflect the scope and scale of activities concerning the job. (These should be annualized, quantifiable, and numerical amounts)
Experience/Skills Required
• 5-7 year experience in managing customer
service department• Ability to build, track, and improve customer satisfaction metrics (CSAT scores)
• Possess strong data analytical skills to do comprehensive staffing, budgeting and support business case
• Experience in operational role is a plus
• Process and data driven, excellent problem solving skills
• A team player, willing to work with other department to improve service quality.
• Ability to handle stress and strict deadlines
Language Requirements
• Fluent in English
Ngày Đăng Tuyển
11/04/2023
Cấp Bậc
Giám Đốc và Cấp Cao Hơn
Ngành Nghề
Dịch vụ khách hàng, Cấp quản lý điều hành
Kỹ Năng
Customer,
Chăm Sóc Khách Hàng, Custemer Service
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
