Customer Service Team Leader

Lazada Vietnam

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 16/03/2021

Chi tiết công việc
Giới thiệu công ty

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Mô tả công việc

Partner Support Center (PSC) is the team that supports Lazada's partners via our call center. Reporting to the PSC Manager, the Team Leader is responsible for:
• Managing day to day operations within the PSC team including process escalations, quality checking, and staffing needs
• Providing regular and transparent feedback and reporting on PSC performance to the PSC Manager
• Guiding PSC agents in exceeding customer expectations through excellent customer service
• Continuously improving the performance of your team
• Supporting the PSC Manager in achieving business goals
• Implementing new and innovating existing customer service processes
• Developing training plans for new PSC agents and maintaining continuous training for existing PSC agents

Yêu cầu

• At least 3 years of experience in a call center environment, in which being a team leader for at least a year
• Excellent track records in team performance and improvement
• Strong performance management skills including the ability to train and develop call center agents
• Ability to identify call center's performance gaps and provide solutions through root cause analysis and problem solving
• Technical expertise and ability to implement and test contact center systems
• Ability to operate multi-platform customer contact systems
• Ability to work independently and proactively take on new responsibilities where most needed
• Proficiency in English and Vietnamese

Quyền lợi

Healthcare
Performance Bonus
Training & Development

Thông tin chung

Ngày hết hạn: 16/03/2021
Thu nhập: Thỏa thuận

Giới thiệu công ty Xem trang công ty

Founded in 2012, Lazada Group is Southeast Asia's leading eCommerce platform. With a presence in six countries - Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam - we connect this vast and diverse region through our technology, logistics and payments capabilities. Today, we have the largest selection of brands and sellers, and by 2030, we aim to serve 300 million customers. In 2016, Lazada became the regional flagship of the Alibaba Group, and is backed by Alibaba's best-in-class technology infrastructure.

Logistics - WE GET IT THERE

With end-to-end logistics capabilities and complete control over our supply chain, virtually any product is a click away. We have fulfillment centres across 17 Southeast Asian cities, and our investment in warehouses, sorting centres, and digital technologies complement our partner network and our cross-border and last mile arrangements in each country.

Technology - A SMARTER WAY TO SHOP

At Lazada, we harness both existing and emerging technologies to redefine the retail experience. Leveraging data in real time allows us to quickly adapt to changing demands and conditions. We connect consumers to brands, create customised experiences, and have evolved into a retail destination that customers come to for both shopping and entertainment. And we continue to push the boundaries. Project Voyager, our technology stack jointly developed with Alibaba, powers Lazada with the most scalable and competitive product and technology solutions for the next decade.

Payments - SAFE, SEAMLESS TRANSACTIONS

Ensuring secure and seamless transactions guides the development of Southeast Asia's most secure payments and financial services infrastructure. In a region still at varying stages of e-payment and eCommerce adoption, we've evolved a suite of options that cater to existing preferences while easing customers into digital payments through intuitive solutions they can trust.

Quy mô công ty

Từ 501 - 1000 nhân viên

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