Customer Service Supervisor (ShopeeFood)

Job DescriptionLead customer service improvement projects through effective project management and leadershipProvide overall management and leadership of the Customer Service Team focused on an excellent end-to-end customer serviceManage a team to resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution.

Perform ad-hoc tasks as required by the team to improve overall business such as market research, service quality audit, etcInitiate, monitor, and report performance metrics for all customer service areas to achieve qualitative and quantitative targetsAnalyze and develop process, workflow, and SOPs to enhance the effectiveness of working process and improve customer experienceDevelop workforce management strategies and prepare a yearly headcount planningEnsuring agents understand and comply with all call center objectives, performance standards, and company policies.

RequirementsBachelor or Master degree in any related field3 - 4 years of customer service experienceCustomer service-oriented and have ability to adapt/respond to different types of characters Excellent team management and communication skillsStrong analytical skills, good critical thinking and problem solvingAbility to lead, supervise, and develop teamsAbility to initiate an advanced troubleshooting and proactively prepare workaroundAbility to demonstrate a high level of verbal and written English and proficient in Excel Proven ability to deliver and execution in a fast-paced dynamic environment Excellent interpersonal and communication skillsTeam player with a positive attitudePreferred QualificationsFamiliarity with CRM systems and practices