Customer Service Leader (e-Commerce)

Responsibility

• Improve customer service experience, create engaged customers and facilitate organic growth  

• Take ownership of customers issues and follow problems through to resolution                                   

• Set a clear cs indicator target and deploy strategies focused towards that mission    

• Develop service procedures, policies and standards, develop Q&A document                                      

• Keep accurate records and document customer service actions and discussions 

• Analyse statistics and compile accurate reports                                

• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment                                                                                                      

• Keep ahead of industry’s developments and apply best practices to areas of improvement               

• Control resources and utilise assets to achieve qualitative and quantitative targets                             

• Adhere to and manage the approved budget

• Maintain an orderly workflow according to priorities                          

• Ensure order processing flow                                                   

Requirement :

• Proven working experience as a Customer Service supervisor

• Experience in providing customer service support, familiar with order and logistic is preferred                              

• Excellent knowledge of management methods and techniques  

• Proficiency in English 

• Working knowledge of customer service software, databases and tools     

• Awareness of industry’s latest technology trends and applications        

• Ability to think strategically and to lead                            

• Strong client-facing and communication skills                              

• Advanced troubleshooting and multi-tasking skills                                          

• Customer service orientation