Customer Service (Seller Chat), Scommerce (Bukit Raja, Klang)

What you'll do

• Collaborated with cross-functional teams, including Customer Service, Warehouse, and Logistics, to resolve customer issues efficiently.
• Led and managed the support team to ensure alignment and smooth day-to-day operations.
• Responded promptly to brand and agent inquiries via online and offline channels
• Monitored chat quality and conducted regular coaching sessions and team huddles to maintain high service standards.
• Conducted interviews, managed onboarding, and delivered training programs for new joiners.
• Monitored low CSAT (Customer Satisfaction) scores and provided targeted coaching to agents during Days of Duty (DoD).
• Tracked, analyzed, and implemented strategies to improve CSAT and conversion rates.
• Performed weekly QA audits (WoW) to evaluate and enhance agent performance.
• Created and dispatched promotional vouchers as part of customer engagement efforts.
• Developed and updated chat scripts to ensure consistency and accuracy in customer communications.
• Handled the reinstatement of brand membership points for eligible customers.
• Provided real-time support, guidance, and coaching to agents during their shifts (DoD).

Requirements

• Bachelor’s degree in a relevant field (e.g., Business, Operations Management, Supply Chain, or related disciplines).
• Proven experience in managing frontline teams, including performance tracking and team development.
• Strong communication skills with the ability to influence and drive cross-functional collaboration.
• Demonstrated experience in leading process improvement or customer experience projects.
• Must have prior experience in a fast-paced, dynamic industry environment.
• Working Location: Bukit Raja, Klang