Customer Service (Seller Chat), Scommerce (Bukit Raja, Klang)

Overview

Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Location: Bukit Raja, Klang

Responsibilities

• Collaborated with cross-functional teams, including Customer Service, Warehouse, and Logistics, to resolve customer issues efficiently.
• Led and managed the support team to ensure alignment and smooth day-to-day operations.
• Responded promptly to brand and agent inquiries via online and offline channels.
• Monitored chat quality and conducted regular coaching sessions and team huddles to maintain high service standards.
• Conducted interviews, managed onboarding, and delivered training programs for new joiners.
• Monitored low CSAT (Customer Satisfaction) scores and provided targeted coaching to agents during Days of Duty (DoD).
• Tracked, analyzed, and implemente...