Customer Service Buyer Chat Lead, Vendor Operations

0-2 years
a month ago 7 Applied
Job Description

Job Description:

  • Supervise a team of Customer Service Representatives handling buyer inquiries through chat channels.
  • Provide guidance, support, and mentorship to ensure exceptional service delivery.
  • Monitor team performance metrics, including productivity, response times, resolution rates, and customer satisfaction scores. Implement strategies to improve KPIs and meet departmental goals.
  • Conduct regular quality assessments of chat interactions to ensure accuracy, professionalism, and adherence to company policies and procedures.
  • Act as the point of escalation for complex or high-priority buyer inquiries, providing expert assistance and resolution.
  • Develop and implement training programs for new hires and ongoing coaching for existing team members. Stay updated on product knowledge and policies to provide accurate information.
  • Collaborate with cross-functional teams to identify opportunities for process enhancements and automation, aiming for increased efficiency and customer satisfaction.
  • Generate regular reports on chat performance, customer feedback, and emerging trends. Provide insights to management for decision-making and strategic planning.
  • Act as the primary point of contact in overseeing and monitoring the overall management of the BPOs.
  • Lead regular business reviews and any vendor relationship management activities.
  • Work with vendors and internal stakeholders to understand the business requirements, track action plans, and initiatives to meet performance targets.


Requirements:

  • Bachelor's degree in Business, Communication, or a related field.
  • Proven experience in a customer service leadership role, with a focus on chat support.
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • Proficient in using customer service platforms and chat systems.
  • Ability to work effectively in a fast-paced, team-oriented environment.
  • Exceptional leadership and coaching skills, with a track record of developing high-performing teams.
  • Demonstrated ability to drive and meet KPIs and customer satisfaction targets.

About
Job Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

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