[WSID] Customer Service and Operation Team Leader

Unknown location Operation Fulltime (toàn thời gian)

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Salary: 350500 USD

Location: Unknown location

Application deadline: 10/05/2017

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Job Description

Who we are?

Weshop Global, the premier cross-border retail import-buying facilitation brand in South East Asia. It has ambition to scale-up its disruptive and proven E-Commerce business model to enable local consumers purchasing practically any goods that is cheaper than or unavailable locally to their home's door with good deal and total peace-of-mind. Weshop has offices in the US, Singapore, Indonesia, Vietnam, the Philippines, and Thailand

What drives us?

Fun: Building business is fun! If so much of life is spent working, it ought to be enjoyable

Trust and openness: A team of equals with an obligation to dissent and speak our minds

High aspirations and speed: A desire to lead in everything we do, minimal bureaucracy for quick execution

What is your position?

Customer Service Team Leader

What you will do?

  • Contributing People Management
  • Leading and developing associates; responsible for the direction, coordination and evaluation of the team
  • identifying and eliminating barriers to accuracy, productivity, and quality of work.
  • Carrying out supervisory responsibilities in accordance with Weshop Global service policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
  • Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
  • Owning and driving performance metrics with the team.
  • Project Management
  • Solving complex customer service issues and proactively heading off negative service trends.
  • Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
  • Development, analysis and improvement of new strategies and procedures. The Customer Service Manager will have the ability to develop, plan, and implement short- and long-range goals.
  • Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
  • Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles.

What we are looking for?

  • BA/MA Proficiency in English and Vietnamese.
  • Minimum 1.5 years of experience in supervisor role (specialized in Call Center).
  • Goal better, data-driven, self-motivated leader, can-do attitude, open and supportive mindset
  • Good at planning and organizing, communication, presentation, negotiation, interpersonal and problem solving.
  • Work independently and proactively take on new responsibilities where most needed.
  • Good at data and report to control backlogs & performance.

What we offer?

  • Competitive salary package with fixed and performance based components
  • Lots of fun with great people
  • Freedom to speak your mind, discuss, and grow
  • Experience working in a fast-growing startup