Customer Services Leader

1. Position Overview
Design, operate, and continuously optimize the end-to-end customer service system for LocknLock's Online channel, ensuring a consistent and professional customer experience across all platforms (marketplaces, D2C, social media), while managing the CS team (both in-house and outsourced) to meet targets on service quality, response time, and customer satisfaction.
2. Key Responsibilities
CS Process Design & Operations
• Build standard operating procedures (SOPs) covering the full customer interaction lifecycle: pre-sale consultation, order handling, complaints, returns/exchanges, and warranty claims.
• Standardize response scripts (chatbot, live chat, hotline, email) tailored to each platform (Shopee, TikTok Shop, Lazada, D2C website).
• Establish escalation procedures for complex cases, serious complaints, and customer-related PR/crisis situations.
• Collaborate with related departments (R&D, Logistics, Warranty/Technical, Marketing) to shorten resolution time and reduce recurring complaints.
• Continuously review and update processes based on real-world feedback and operational data.)
Team Management
• Manage, train, and develop the in-house CS team.
• Manage outsourced CS vendors/partners: evaluate capability, workload, and monitor output quality against contracts/SLAs.
• Build shift schedules and rotation mechanisms to ensure service coverage (including peak hours, holidays, and major sale campaigns).
• Conduct regular performance reviews and build development, reward, and disciplinary frameworks for CS staff.
Standards & Tracking
• Develop a set of service quality metrics (KPIs/SLAs): response time, resolution time, first contact resolution (FCR) rate, customer satisfaction score (CSAT), complaint/refund/return rate.
• Set up reporting systems and dashboards to track CS performance daily/weekly/monthly, by platform.
• Conduct root-cause analysis of recurring complaint categories and propose improvements to product, operations, or logistics.
• Provide regular reports to management on CS status, risks, and improvement recommendations.