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Operations - Customer Operations Team Leader (Yogyakarta)

Shopee
Full Time
Yogyakarta
Posted Today
Job description

DepartmentOperations LevelExperienced (Team Lead) LocationIndonesia - Yogyakarta

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 floor and ensure the tasks meet the target and standards.
  • Day-to-day agent performance review with Business Process Outsourcing (BPO) team leader and provide suggestions on improvement.
  • Bridging with Shopee related unit 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 BPO-side (invoice, performance, score card, incentive, etc.) is accordance with high accuracy and integrity.
Requirements:
  • Diploma Degree or above from all majors
  • Minimum 3 years experience prior in Customer Service (with background of leading small project/group) and 1 year as team leader. Preferably with experience of multi-interface; face-to-face, call, and email
  • Strong communication, logical thinking, and problem-solving skills
  • Excellent leadership skill, possess good, positive attitude, and high eagerness to learn
  • Fond of working in English-speaking environment, preferably good in both verbal and written

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