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

Shopee; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading e-commerce company is seeking a Team Lead for their customer service division, focusing on team management and customer satisfaction. The role involves collaborating with various departments, conducting training, and improving service processes to enhance customer experience. Ideal candidates should have relevant degrees and prior experience in managing frontline teams in a dynamic environment.

Qualifications

• Experience in managing frontline teams and performance tracking.
• Demonstrated experience in leading process improvement projects.
• Ability to influence and collaborate cross-functionally.

Responsibilities

• Manage support team and day-to-day operations.
• Monitor chat quality and conduct coaching sessions.
• Analyze strategies to improve Customer Satisfaction (CSAT).

Skills

Communication

Team Management

Problem Solving

Education

Bachelor’s degree in a relevant field

Job description

Job Description

• 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