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

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Customer Service Lead , Scommerce (Bukit Raja, Klang)

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Customer Service Lead , Scommerce (Bukit Raja, Klang)

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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

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 Referrals increase your chances of interviewing at Shopee by 2x Sign in to set job alerts for “Customer Service Lead” roles.

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