Job DescriptionLead customer service sub functions (includes SWAT - high-risk escalation, Community CS, Specialized queue such as Logistics, Marketing, Legal )Identify and implement process improvements to streamline operations, reduce backlogs and customer response times, and enhance the overall customer experience. Support operations to optimize performance as it relates to efficiency and quality metricsMonitor team KPIs including CSAT, resolution time, productivity and customer sentiment; identify gaps and drive performance improvements. Serve as the highest escalation point for complex or sensitive customer cases. This includes conducting direct user callbacks on behalf of senior management, particularly in high-risk or reputationally sensitive matters.
Coach, mentor, and develop a high-performing team with strong problem-solving and communication skills. Drive initiatives to minimize recurrence of escalated issues through process redesign or system enhancement proposals. RequirementsMinimum 6 years’ of experience in customer service operations, with at least 3 years in a leadership role, preferably with experience in managing big teams Strong background in handling high-risk customer escalations with direct customer communication experience, including phone callbacks. Prior experience in eCommerce or digital platform industries preferred. Ability to confidently represent the company in sensitive conversations, including acting as a proxy for senior management.
Solid understanding of customer experience best practices or contact centre operations Excellent verbal and written communication skills; able to communicate complex issues with clarity and empathy. Proven track record in coaching and developing team members, with a focus on analytical thinking and quality assurance, and ability to manage relationships within BPOs/across multiple stakeholders Strong analytical, problem-solving, and trend analysis skillsHigh energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude Comfortable in a fast-paced, high-growth environment.
Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)Bachelor’s degree in Business Administration, Communications, Operations Management, or related field. Expert Excel skills required; proficient with Google Applications and Microsoft tools (Word, Excel, and PowerPoint)Experience with legal or regulatory customer complaint handling is a strong advantage. Multilingual capabilities is a plus (English, Mandarin).
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