Customer Service Supervisor - SeaMoney SG SPLExperienced (Team Lead)DepartmentOperations
SeaMoney is a part of Sea Group, a leading global consumer internet company. SeaMoney's mission is to better the lives of individuals and businesses in our region with financial services through technology. SeaMoney's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.
Job Description:Manage a team of customer service agents, and provide leadership, guidance, and support as needed.
Ensure that all customer inquiries and complaints are handled in a timely and satisfactory manner, and that performance metrics, including customer satisfaction, first contact resolution, and response time, are met or exceeded.
Develop and implement training and development programs to ensure that customer service agents have the knowledge and skills necessary to provide high-quality customer service.
Monitor and evaluate customer service interactions to identify areas for improvement, and provide feedback and coaching to agents as needed.
Collaborate with cross-functional teams, including operations and quality assurance, to resolve customer issues and improve products, services, and processes.
Ensure that customer records and logs are accurate and complete.
Stay up-to-date with product and service knowledge, and participate in training and development activities as required.
Requirements:Bachelor's degree in a related field or equivalent work experience.
3+ years of experience in customer service, preferably in a contact center environment, with at least 1 year in a supervisory role.
Strong communication and leadership skills, with the ability to effectively manage and motivate a team.
Strong customer service skills, with a proven ability to resolve customer issues in a timely and satisfactory manner.
Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
Ability to work independently and as part of a team.
Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
Availability to work flexible hours, including evenings and weekends, as required#J-18808-Ljbffr