Customer Operations Team Lead (Based In Solo)

Job Description

DepartmentOperationsLevelExperienced (Individual Contributor)LocationIndonesia - Solo

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. Browse our Operations team openings to see how you can make an impact with us.

Job Description:

• 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

Requirements:

• 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