Deskripsi Pekerjaan
Join SixEleven's dynamic customer service team as a Team Leader (Refunds & Disputes Manager) and play a pivotal role in resolving complex customer issues while mentoring high-performing teams. This leadership position requires exceptional problem-solving skills and a passion for delivering exceptional customer experiences. You'll oversee a specialized unit handling refund requests and payment disputes, ensuring timely resolutions while maintaining compliance with company policies and regulatory standards. The ideal candidate will thrive in a fast-paced environment, driving team performance through targeted coaching, process optimization, and data-driven decision-making. SixEleven offers a collaborative workplace culture with opportunities for professional growth and career advancement in the customer service sector.
Tanggung Jawab
- Lead and mentor a team of 8-12 customer service representatives specializing in refund and dispute resolution
- Monitor team performance metrics (e.g., resolution time, customer satisfaction scores) and implement improvement strategies
- Handle escalated customer complaints and complex refund cases requiring senior intervention
- Develop and maintain comprehensive documentation for dispute resolution procedures
- Collaborate with billing, fraud, and logistics departments to resolve systemic issues
- Conduct weekly team meetings and one-on-one coaching sessions
- Analyze trends in refund/dispute data and recommend process enhancements
- Ensure adherence to SLAs and regulatory compliance requirements
Kualifikasi
- Bachelor's degree in Business Administration, Marketing, or related field preferred
- Minimum 3 years experience in customer service with 1+ years in team leadership
- Proven expertise in refund processing and payment dispute resolution
- Strong analytical skills with experience in CRM systems (e.g., Salesforce, Zendesk)
- Exceptional communication and conflict resolution abilities
- Experience in performance coaching and talent development
- Ability to work flexible hours including weekends and holidays
- Proficiency in Microsoft Office Suite and data visualization tools