Customer Service Supervisor - ShopeePay

Job Description • Lead, mentor, and motivate a team of customer service agents to achieve performance targets and deliver exceptional customer experiences. • Conduct regular team meetings to communicate updates, discuss challenges, and share best practices. • Provide ongoing development opportunities to enhance team members' skills and knowledge. • Oversee and monitor daily operations of the ShopeePay customer service team, ensuring timely and accurate resolution of customer inquiries, issues, and escalations. • Collaborate with other departments to address complex customer concerns and implement solutions to improve overall customer satisfaction. • Establish and track key performance indicators (KPIs) for the team, regularly reviewing performance against set targets. • Conduct performance evaluations, provide constructive feedback, and implement performance improvement plans as needed. • Identify areas for process improvement within the customer service workflow to enhance efficiency and customer satisfaction. • Work closely with lead and the Ops Excellence teams to implement and streamline processes that contribute to a more effective and responsive customer service function. • Monitor quality assurance measures to ensure consistency and accuracy in customer interactions. • Conduct regular audits of customer service interactions and provide feedback for continuous improvement. • Generate and analyze reports on customer service performance, highlighting trends, areas for improvement, and success stories. • Provide regular updates to senior management on the team's performance and key metrics. Requirements • Bachelor's degree in Business Administration, Customer Service, or a related field. • Proven experience in a supervisory or team lead role in customer service, preferably in the eWallet or financial technology industry. • Excellent communication and interpersonal skills. • Strong problem-solving and decision-making abilities. • Ability to thrive in a fast-paced and dynamic environment. • Proficiency in English and Malay languages. • Enjoy working efficiently and independently in a fast-paced, high-volume environment.