Operation Excellence - HC Planning, Fulfillment Centre (Bukit Raja, Klang)

Shopee

Kuala Lumpur

On-site

MYR 55,800 - 89,280

Full time

14 days+

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Job summary

A leading company in the internet marketplace is looking for a Customer Service Lead for their Scommerce sector in Bukit Raja, Klang. This role focuses on performance metrics management, team leadership, and process improvement initiatives within a dynamic environment. The ideal candidate will have strong communication skills and a relevant degree, excelling in monitoring and enhancing customer service quality.

Qualifications

Proven experience managing frontline teams.
Capability to lead cross-functional collaboration.
Experience in customer service performance tracking.

Responsibilities

Monitor and drive the quality of buyer chat interactions.
Lead automation initiatives for customer service.
Manage and lead a team of customer service agents.

Skills

Strong communication skills

Team management

Process improvement

Education

Bachelor’s degree in a relevant field

Job description

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.
Lead automation initiatives, including the implementation and optimization of chatbot solutions.
Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.
Analyze trends and pain points raised by customer service agents ("agents of despair") to design and implement impactful process improvement projects.
Ensure alignment and execution of initiatives with a clear understanding of SCOM and its various business lines.
Manage and lead a team comprising CS agents and fleet full-time employees (FTEs), ensuring high performance and strong team communication.

Job Description

Monitor and drive the quality and productivity of buyer chat interactions, focusing on CS (Customer Service) performance metrics.
Lead automation initiatives, including the implementation and optimization of chatbot solutions.
Collaborate with Operations and SPX teams to develop and refine Standard Operating Procedures (SOPs) that address recurring buyer concerns.
Analyze trends and pain points raised by customer service agents ("agents of despair") to design and implement impactful process improvement projects.
Ensure alignment and execution of initiatives with a clear understanding of SCOM and its various business lines.
Manage and lead a team comprising CS agents and fleet full-time employees (FTEs), ensuring high performance and strong team communication.

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

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Internet Marketplace Platforms and Technology, Information and Internet

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