CS Support Supervisor - Operations, ShopeeFood (Yogyakarta)

Shopee


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

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