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Customer Service Operations (SPX Express)
ShopeeBangkok, Thailand
Apply What you'll do
- Manage Customer Service Team
Oversee the day-to-day operations of the customer service team, ensuring optimal performance and achievement of KPIs such as response time, resolution time, and customer satisfaction (CSAT). - Process Optimization
Continuously evaluate and optimize customer service processes and workflows to improve efficiency, reduce costs, and enhance the customer experience. - Monitor and Analyze Performance Metrics
Track key performance indicators (KPIs), including first-contact resolution, service level agreements (SLAs), ticket volume, and customer feedback, to drive improvements in service delivery. - Develop and Implement Training Programs
Create and implement training programs for customer service agents, ensuring they are knowledgeable about products, services, and best practices in customer support. - Handle Escalations and Complex Cases
Act as the point of escalation for complex customer issues, ensuring timely and effective resolutions while maintaining a high level of customer satisfaction. - Collaborate with Cross-Functional Teams
Work closely with product, IT, and sales teams to address customer needs, enhance service offerings, and resolve systemic issues affecting service quality. - Maintain Quality Assurance
Oversee the implementation of quality assurance (QA) processes, monitoring customer interactions to ensure compliance with company standards and continuous improvement.
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field. Relevant certifications or advanced degrees are a plus.
- At least 1-2 years of experience in customer service or operations management, with a proven track record of leading and improving customer service teams.
- Strong leadership and team management skills with the ability to motivate, mentor, and develop customer service agents.
- Ability to analyze service data, performance metrics, and customer feedback to drive operational improvements.
- Strong verbal and written communication skills, capable of interacting with various internal stakeholders and handling customer escalations effectively.
- Ability to think critically, troubleshoot complex issues, and implement solutions in high-pressure environments.
- A deep commitment to delivering high-quality service and an understanding of customer needs, ensuring a positive customer experience.
- Ability to manage multiple tasks, prioritize workload effectively, and ensure deadlines and objectives are met consistently.
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