Deskripsi Pekerjaan
Join Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, as a Customer Service Supervisor - Operations based in Singapore. We are seeking an experienced and results-oriented leader to oversee our customer service operations and drive excellence across the team.
In this role, you will manage the day-to-day operations of our customer support team, ensuring that all service levels are met and that our customers receive prompt, accurate, and empathetic assistance. You will be responsible for coaching and mentoring team members, analyzing performance data to identify trends, and implementing strategies to improve efficiency and customer satisfaction. Your insights will directly influence operational policies and the overall customer experience on our platform.
The Operations team is the backbone of Shopee, covering the entire end-to-end process from order placement to delivery. As a supervisor, you will work closely with regional teams to streamline processes, handle escalations, and ensure seamless cross-departmental collaboration. Shopee offers a vibrant, inclusive culture with plenty of opportunities for professional growth. We leverage cutting-edge technology and data analytics to solve complex challenges in real-time.
You will be responsible for leading daily stand-ups, conducting quality assurance checks, managing workforce scheduling, and preparing detailed reports on team performance. You will act as the escalation point for complex customer issues, ensuring timely resolution and root cause analysis. Furthermore, you will partner with the Training and Quality teams to develop training materials and ensure consistent application of best practices. A crucial part of your role will be to foster a positive and motivating team culture that aligns with Shopee's core values of user-focus, innovation, and teamwork.
We are looking for someone with strong analytical skills, a data-driven mindset, and a passion for leading teams. If you are ready to take on a challenging role in a high-growth environment and make a real impact on millions of users, apply today!
Tanggung Jawab
- Lead, coach, and mentor a team of Customer Service Representatives to achieve performance targets and deliver exceptional support.
- Monitor real-time operations and queue management to ensure optimal staffing and service level adherence.
- Analyze customer interaction data and operational metrics to identify trends, gaps, and opportunities for process improvements.
- Handle escalated customer inquiries and complaints, providing timely resolutions and conducting comprehensive root cause analysis.
- Collaborate with cross-functional teams (Logistics, Payments, Product) to troubleshoot platform issues and enhance the user journey.
- Prepare and present weekly/monthly performance reports to senior management, highlighting key achievements and areas for development.
- Drive continuous improvement initiatives by implementing best practices, updated SOPs, and new tools to increase efficiency and customer satisfaction.
- Participate in the recruitment and onboarding of new team members, ensuring a smooth integration into the Shopee culture and operations.
Kualifikasi
- Diploma or Bachelor's degree in Business, Communications, or a related field.
- Minimum of 2-3 years of experience in a Customer Service Supervisory or Team Lead role, preferably in an e-commerce or tech environment.
- Strong analytical skills with proficiency in data analysis tools (e.g., Excel, Google Sheets, SQL) and experience reporting on KPIs.
- Excellent communication and interpersonal skills, with the ability to manage stakeholders at all levels.
- Demonstrated problem-solving abilities and a user-centric mindset.
- Experience with CRM software (e.g., Zendesk, Freshdesk) and workforce management tools is an advantage.
- Ability to thrive in a fast-paced, dynamic, and high-growth environment.
- A passion for e-commerce and customer service excellence.