Customer Service Project Team Lead – ShopeeFood

• Lead and coach team members by providing clear direction, feedback, and support for continuous improvement.
• Monitor and improve CS Ops team performance to meet key operational deliverables (e.g. contact rate, backlog, productivity, CSAT, FCR, etc.).
• Identify gaps and inefficiencies in team performance, targets, or existing processes and procedures to enhance the quality of customer experience.
• Lead initiatives to enhance chatbot functionality and effectiveness, improving automation capabilities to address customer queries more efficiently.
• Analyze chatbot performance metrics and customer feedback to identify opportunities for improvement.
• Lead the setup of new BPO operations to support business growth and ensure seamless service delivery.
• Serve as a key point of contact for regional partners, providing updates on performance, key initiatives, and improvement plans.
• Take ownership of understanding changes in the business environment (e.g., new product lines, SOP updates, regulatory requirements) and ensure the team is well-prepared to adapt.

Requirements

• Bachelor’s degree in a relevant field.
• Minimum of 5 years experience in Customer Service or BPO operation setting.
• Proven experience leading continuous improvement initiatives and projects.
• Experience with chatbot systems, automation tools, and managing chatbot performance.
• Strong problem-solving, analytical, and process development skills.
• Experience in setting up and managing BPO operations, including vendor management.
• Ability to work under pressure, manage tight deadlines, and effectively prioritize tasks.
• Excellent communication, stakeholder management, and interpersonal skills.
• Proficient in Business English (both verbal and written).
• Advanced proficiency in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets).
• Eye for detail and efficiency in completing tasks.
• Ability to work independently with minimal guidance in a time-critical environment.