Customer Service Premium Team Lead

Lowongan Kerja Customer Service Premium Team Lead Shopee
Socialize and inform Agents related to applied policies and standards in order to ensure the Agents understand and comply with performance standards and policies & able to achieve the specified company's goals
Identify operational issues and proposing for improvements, in order to ensure company refinement
Liaise with other supervisors and management team members, to support Agents and maximize customer satisfaction
Handling or providing advice for difficult questions that cannot be handled by Agents, in order to maintain and improve customer satisfaction and the Agent's capability
Maintain sustainable relationships and engage customers by taking the extra mile, in order to build and increase their satisfaction
Monitor Agents’ performance, in order to ensure the daily process can be running smoothly and meet the service commitment level
Evaluate Agents’ day-to-day performance, provide learning or coaching opportunities, and take corrective action, in order to ensure Agents able to achieve the performance standard and improve their capability
Delegate tickets and schedule for Agents, in order to ensure fair task distribution
Prepare and create Agents’ reports on a weekly basis, in order to provide information for the upcoming evaluation for the team