Lowongan kerja Customer Operations Team Lead

Kirim Lamaran. Belum punya akun? Daftar sekarang.

Lokasi Loker

Tim Operasional mencakup proses dari awal hingga akhir, mulai dari saat Pembeli mencari produk di Shopee, hingga saat Pembeli menerima produk. Tim ini menganalisis & memantau Indikator Kinerja Utama & melakukan analisis jika performa operasional mengalami fluktuasi. Tim ini terdiri dari Customer Service, Pembayaran, Listings, Warehouse, Pengiriman, Operasional Penjual, dan Fraud.

Deskripsi Pekerjaan:

  • Monitor Business Process Outsourcing (BPO) supervisors on the floor and ensure the tasks meet the target and standards
  • Day-to-day agent performance review with Business Process Outsourcing (BPO) team leader, provide suggestions on improvement
  • Coordinate with relevant departments across the company to execute additional processes such as banned/un-banned accounts
  • Proactively resolve special cases by escalating to respective divisions accordingly
  • Work closely with in-house team leaders to validate report from Business Process Outsourcing (BPO) side (invoice, performance, scorecard, incentive, etc) in accordance with high accuracy and integrity

 

Persyaratan:

  • Have by minimum Diploma’s degree from reputable university
  • Have 3-years of experience prior in Customer Service (with a background of leading small project/group) and 1-year as a team leader
  • Preferably with experience of multi-interface; face-to-face, call, and email
  • Have strong skills in communication, logical thinking, and problem-solving
  • Have good traits as a team leader, possess a good and positive attitude, and high eagerness to learn
  • Ability to effectively converse in English and Bahasa Indonesia to facilitate cross-border discussions and collaborations across stakeholders