Key Account Management (Customer Service) - Operations, MY Marketplace

Key Account Management (Customer Service) - Operations, MY Marketplace

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Job Description

• Act as the primary point of contact between the Inhouse team and BPO
• Develop and maintain the overall management of the BPOs
• Performance management on contact center metrics - Service Level Management, Abandonment Rate Management, AHT, CSAT, FCR, Productivity, Backlog, Attrition & Shrinkages.
• Keep track of vendor performance, involved in penalties tracking and discussion
• Work with vendors and internal stakeholders to understand the business requirements, track action plans and initiatives to meet performance targets
• Ensure vendor service levels meet contractual targets and develop necessary counter measures including defining penalties or developing action plans
• Identify problems, trends, and take corrective action based on measuring and evaluating vendor performance
• Manage and maintain contractual work, allocated budgets where relevant, support periodic negotiation of rates,contracts and kpi metrics
• Lead regular business reviews, planned or adhoc meetings, and any vendor relationship management activities including vendor selection process and vendor operations strategy
• Management of contract and addendums based on operational requirements and changes in the prior agreement signed.
• Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.
• Ensure positive relationships with BPO management team is maintained at all times - and grievances to be handled in such a way that it reflects Shopee values.
• Proactively work with internal support teams (QA, Training, Logistics, Products, KB Management, BD) for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.

Requirements

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Internet Marketplace Platforms and Technology, Information and Internet

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