Customer Service Supervisor - ShopeePay

What you'll do

• Lead, mentor, and motivate a team of customer service agents to achieve performance targets and deliver exceptional customer experiences.
• Conduct regular team meetings to communicate updates, discuss challenges, and share best practices.
• Provide ongoing development opportunities to enhance team members' skills and knowledge.
• Oversee and monitor daily operations of the ShopeePay customer service team, ensuring timely and accurate resolution of customer inquiries, issues, and escalations.
• Collaborate with other departments to address complex customer concerns and implement solutions to improve overall customer satisfaction.
• Establish and track key performance indicators (KPIs) for the team, regularly reviewing performance against set targets.
• Conduct performance evaluations, provide constructive feedback, and implement performance improvement plans as needed.
• Identify areas for process improvement within the customer service workflow to enhance efficiency and customer satisfaction.
• Work closely with lead and the Ops Excellence teams to implement and streamline processes that contribute to a more effective and responsive customer service function.
• Monitor quality assurance measures to ensure consistency and accuracy in customer interactions.
• Conduct regular audits of customer service interactions and provide feedback for continuous improvement.
• Generate and analyze reports on customer service performance, highlighting trends, areas for improvement, and success stories.
• Provide regular updates to senior management on the team's performance and key metrics.

Requirements

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Proven experience in a supervisory or team lead role in customer service, preferably in the eWallet or financial technology industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to thrive in a fast-paced and dynamic environment.
• Proficiency in English and Malay languages.
• Enjoy working efficiently and independently in a fast-paced, high-volume environment.