Deskripsi Pekerjaan
We are seeking an experienced and dynamic Social Commerce Support Supervisor to lead our customer service operations in the rapidly growing social commerce sector. In this pivotal role, you will oversee a dedicated team of support agents, ensuring seamless and high-quality service delivery across various social media platforms and messaging apps. You will be the bridge between our brand and customers, managing complex inquiries, resolving escalations, and optimizing support workflows to drive customer satisfaction and sales growth. If you have a passion for e-commerce and possess strong leadership skills, we invite you to join our team and help shape the future of our social commerce strategy.
Tanggung Jawab
- Lead, mentor, and manage a team of social commerce support agents to ensure high performance and quality service.
- Monitor and respond to customer inquiries across multiple channels, including Facebook, Instagram, and WhatsApp Business.
- Handle complex customer escalations and high-priority issues with empathy and efficiency.
- Analyze support metrics, such as response time and resolution rates, to identify trends and areas for improvement.
- Develop and refine Standard Operating Procedures (SOPs) to enhance the overall support experience.
- Collaborate closely with the sales and marketing teams to align customer support strategies with business objectives.
- Conduct regular training sessions to upskill the team on product knowledge and soft skills.
Kualifikasi
- Proven experience as a Customer Support Supervisor or Team Lead within the e-commerce or social commerce industry.
- Strong leadership capabilities with the ability to motivate, coach, and develop a diverse team.
- Excellent written and verbal communication skills in English.
- Familiarity with CRM software and social media management tools.
- Strong problem-solving skills and the ability to make quick decisions under pressure.
- A bachelor’s degree in Business, Communications, or a related field is preferred.
- Deep understanding of social commerce trends and customer behavior.