Customer Service Lead - Operations, SG Marketplace

• Lead and manage a customer centric team that delivers prompt and appropriate solutions to customers through managing customer questions and escalating concerns to other relevant departments and ensure follow it through resolution.
• Step in when needed to perform manager callback to ensure we deliver consistent good customer service to our customer.
• Monitor and improve the team's performance.
• Ensure the team meets all the key daily operation deliverables and also achieve the overall customer service metrics (productivity, CSAT, FCR and etc).
• Handles Senior Management escalations including urgent, complex and sensitive cases from the team.
• Guide and coach team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback.
• Provide feedback and support to team members to help them achieve their goals.
• Work with the Inhouse customer service lead to identify areas for improvement and implement solutions.
• Communicate and coordinate with various departments to provide relevant feedback.
• Identifies gaps in targets, team performance and/or existing processes and procedures to increase the quality of customer experience.
• Communicate relevant performance indicators to agents and the management team.
• Conduct periodic individual coaching and feedback sessions that focus on improving team performance and also overall customer service KPIs.
• Take ownership to understand how changes outside the team (new product lines, changes to SoP) will impact the team and ensure team readiness.

• Bachelor's degree in a relevant field.
• Minimum of 5 years experience in a multi-channel Contact Center or Customer Service or BPO operation setting, of which at least 3 years of experience in managing a team of (

• Excellent listening skills, critical-thinking communication and interpersonal skills.
• Proficient in Business English (both verbal and written).
• Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets etc.)
• Eye for detail and efficiency in completing tasks.
• Ability to work independently with minimal guidance in a time critical environment.
• Ability to make proposed decisions based on case handling and guide the reporting line accordingly.
• Strong problem-solving skills and analytical and process development skills.
• Ability to work under pressure with tight deadlines, multi-task and prioritize.
• User Experience is an added advantage.

Shopee