CS Support Supervisor - Operations, ShopeeFood (Yogyakarta)

Shopee

Kota Yogyakarta

IDR 200,000,000 - 300,000,000

Job description

Department Operations

LevelExperienced (Team Lead)

LocationIndonesia - Yogyakarta

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

Manage Trainer, KMS, QA Staff to make sure can support CS Operational
Ensuring CS to achieve Quality OKR/KPI
Create variety of training solutions and methods based on the difficulty metrics of new product updates, in order to ensure the completeness of training materials
Liaise with leads across CS function in finding gaps of interpersonal improvements, in order to provide recommendations and meet the company’s standard
Deliver training, constructive feedback, and counseling of the trainees, in order to improve customer service skills and communication
Manage SOPA user journey and mapping on the BP script to the system
Monitor the useful of the SOPA system based on each RC
Responsible for preparing agent performance reports on weekly basis
Conduct performance coaching and mentoring for agents
Validate the delivery of information / SOP's carried out by TL's and Trainers to agents.

Requirements:

Bachelor or higher degree
Min 5-year experience in the Customer Service area
At least have experience as a Trainer/QA/KMS Min 2-year
Microsoft Office & Presentation Skills
Excellent communication skills
Strong analytical and problem-solving skills
Good interpersonal skills
Structured thinking, able to evaluate problems
Positive and energetic outlook