Supervisor, Customer Service (Chat Team)

Why we need you

Supervisor shall manage customer service agents to achieve team’s goal that contribute to improving customer experience resulting in repeated customers. Supervisor shall rally and motivate their team by creating a conducive environment promoting positive communication, service mindedness as well as a role model for agents

What you will do

• Manage performance of up to 15 agents in the digital channels such as Facebook chat, Line App chat, Zendesk, Salesforce, etc
• Responsible for improving KPIs such as CSAT, DSAT, QC Score, Contact rate, FRT, Productivity, etc that contribute to promoting customer experience within the digital channels
• Able to handle customer complaint escalations and recommend solutions 
• Person-in-charge for coordinating and escalating troubleshoots and improvements in our digital channels such as SNS, zendesk or salesforce macros, chatbots, etc 
• Perform daily, weekly and monthly report as well as ad-hoc tasks requested by manager or regional team

 What you will need

• Bachelor degree in any field, preferably in psychology field 
• At least more than 5 years experience, of which at least 3 years in a supervisory role of more than 10 staff
• Direct experience in supervising digital channels such as Facebook chat, Line App chat, Zendesk, Salesforce, etc
• English skills is an mandatory (TOEIC >700)