Customer Service (Seller Chat), Scommerce (Bukit Raja, Klang) – Shopee
Role Summary
The Customer Service (Seller Chat) role is responsible for ensuring efficient resolution of customer issues and managing the support team. This position plays a crucial role in enhancing customer satisfaction and operational efficiency within the Scommerce team.
Job Description
In this role, you will collaborate with various teams to efficiently resolve customer issues and manage the support team to ensure smooth operations. You will respond to inquiries, monitor chat quality, conduct coaching sessions, and implement strategies to improve customer satisfaction.
Key Responsibilities:
- Collaborate with teams to resolve customer issues.
- Manage the support team to ensure smooth operations.
- Respond to customer inquiries in a timely manner.
- Monitor chat quality and provide feedback.
- Conduct coaching sessions for team members.
- Implement strategies to enhance customer satisfaction.
- Handle onboarding and training for new team members.
- Track performance metrics and report findings.
- Create promotional materials to boost customer engagement.
Job Requirements
Bachelor’s degree in a relevant field.
Proven experience in managing frontline teams.
Strong communication skills.
Experience in process improvement projects.
Ability to work in a fast-paced environment.
Familiarity with customer satisfaction metrics.
Leadership and coaching skills.
Quick Info
Company
Shopee
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
8 skills
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Required Skills
Customer Service
Team Management
Communication
Problem Solving
Coaching
Performance Tracking
Process Improvement
Customer Engagement
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