• Lead customer service team of e-commerce business
  • In charge of customer service related KPIs 
  • Manage the development and implementation of operational strategies for customer service management
  • Ensure that all subordinates are working effectively and follow all technical and company service processes
  • Ensure proper notification/ escalation of service activities are followed to ensure smooth operation with sellers 
  • Manage, train and coach contact center’s team members and monitor staff’s performance according to established monitoring standards
  • Handle escalated customer and sellers queries and complaints
  • Ensure operation support provided is able to meet service commitment and customer requirements
  • Identify and escalate cases to expand knowledge system and improve judgement quality 
  • Ensure smooth running of daily processes to meet service commitment level


  • Bachelor's Degree in any related fields.
  • At least 5 years’ experience in a contact center, managing a team of at least 10 agents.
  • Good command of written and spoken English 
  • Excellent communications and interpersonal skills
  • Good service mind with the ability to handle customer's complaint and enquiry
  • Leadership ability to include demonstrated ability to develop team members

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