Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)

ShopeeKuala Lumpur, Kuala Lumpur, Malaysia

11 days ago

Job description

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join or sign in to find your next job

Join to apply for the Customer Service Lead , Scommerce (Bukit Raja, Klang) role at Shopee

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

2 days ago Be among the first 25 applicants

Join to apply for the Customer Service Lead , Scommerce (Bukit Raja, Klang) role at Shopee

Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.
Lead automation initiatives, including the implementation and optimization of chatbot solutions.
Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.
Analyze trends and pain points raised by customer service agents ("agents of despair") to design and implement impactful process improvement projects.
Ensure alignment and execution of initiatives with a clear understanding of SCOM and its various business lines.
Manage and lead a team comprising CS agents and fleet full-time employees (FTEs), ensuring high performance and strong team communication.

Job Description

Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.

Lead automation initiatives, including the implementation and optimization of chatbot solutions.

Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.

Analyze trends and pain points raised by customer service agents ("agents of despair") to design and implement impactful process improvement projects.

Ensure alignment and execution of initiatives with a clear understanding of SCOM and its various business lines.

Manage and lead a team comprising CS agents and fleet full-time employees (FTEs), ensuring high performance and strong team communication.

Requirements

Bachelor’s degree in a relevant field (e.g., Business, Operations Management, Supply Chain or related disciplines).

Proven experience in managing frontline teams, including performance tracking and team development.

Strong communication skills with the ability to influence and drive cross-functional collaboration.

Demonstrated experience in leading process improvement or customer experience projects.

Must have prior experience in a fast-paced, dynamic industry environment.

Working Location : Bukit Raja, Klang

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Internet Marketplace Platforms and Technology, Information and Internet

Referrals increase your chances of interviewing at Shopee by 2x

Manager, Customer Operations and Service Delivery (RID-00544)