CS Supervisor - Operations (Yogyakarta)

Shopee


Tanggal: 3 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu

Department Operations LevelExperienced (Individual Contributor) LocationYogyakarta

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:
  • Lead and manage daily Customer Service operations, ensuring team adherence to workflow processes and end-to-end e-commerce operational standards
  • Supervise, coach, and support customer service agents handling both online and offline support channels (tickets, chat, email, and offline cases)
  • Drive performance management by conducting regular quality reviews and feedback sessions
  • Monitor and manage key operational metrics, including SLAs, CSAT, QA, backlog management, attendance, and productivity
  • Identify process gaps and root causes to drive continuous SOP and workflow improvements across the operation
  • Handle complex customer escalations and sensitive scenarios, ensuring consistency in communication quality and exceptional customer experience
  • Support team onboarding, training initiatives, and continuous knowledge reinforcement for agents and supervisors
  • Will be supporting Brazil market
Requirements:
  • Bachelor’s Degree in any major
  • Min. 4 years of frontline Customer Service Representative (CSR) experience in a BPO or customer service environment; with 2 years experience as Team Lead or Supervisory role, preferably within the e-commerce industry
  • Strong expertise in KPI and SLA management, specifically focused on CSAT, AHT, SLA, QA, attendance, and productivity metrics
  • Advanced proficiency in data analysis and reporting using Microsoft Excel or Google Sheets (including VLOOKUP, Pivot Tables, and formulas)
  • Proven track record in handling complex escalations, cross-functional coordination, and driving SOP or process improvements
  • Professional fluency in English, with strong writing, and verbal communication skills
  • Willing to work in shifting schedules

Cara melamar

Untuk melamar pekerjaan ini, Anda perlu otorisasi di situs web kami. Jika Anda belum memiliki akun, silakan daftar.

Posting CV

Pekerjaan serupa

Casual Part Time Crew Barista - XT Square

Feels Healthy, Yogyakarta, Yogyakarta
1 minggu yang lalu
Melayani dan menyiapkan pesanan dengan ramah, cepat, dan profesional Menjaga kebersihan dan kerapihan area cafe Melakukan pengecekan bahan dan stok di area cafe Melakukan up selling dan memberikan rekomendasi produk Penempatan XT Square Perempuan maksimal 35 tahun Memiliki pengalaman barista / sales / host live (nilai plus) Berpenampilan rapi, bersih, dan menarik Bersedia menjalani casual part-time (8 jam kerja dengan...

Funding Relationship Officer

PT. Bank BCA Syariah, Yogyakarta, Yogyakarta
3 minggu yang lalu
Tugas Utama Relationship Officer (RO) adalah sebagai berikut:Meningkatkan pertumbuhan dan jumlah nasabah di BCA SyariahMemberikan rekomendasi nasabah pembiayaan.Membangun hubungan yang harmonis antara BCA Syariah dengan nasabahKualifikasiPendidikan minimal S1 dari semua jurusanMemiliki pengalaman di dunia perbankan minimal 2 tahunMenyukai dunia marketing dan bisnisSenang menjalin relasi dengan orang lainMemiliki kemampuan negosiasi yang baikTarget orientedBersedia di tempatkan pada cabang Banda Aceh, Medan, Padang,...

HR Support Officer / Yogyakarta

MyRobin.ID, Yogyakarta, Yogyakarta
3 minggu yang lalu
Qualifications:Minimum 1 year of experience in HR and administrative roles is preferred.Strong Excel and data analysis skills, with the ability to manage and interpret data accurately.Good interpersonal and communication skills, with the ability to collaborate effectively in a fast-paced working environment.Highly detail-oriented, organized, and able to manage multiple administrative tasks.Able to maintain accuracy and confidentiality when handling employee and company...