Manage & Set Up Customer Service team which will be responsible to respond customers’ inquires and complaints.
Manage large volumes of customers’ calls and enquires.
Provide training to the customer service team and recruit team members.
Develop solution oriented customer service strategies, SOP and policies for customer service department.
Adhere to and manage the approved budget.
Provide support to customers throughout entire shopping experience (including online experience, product information, checkout, payment options to delivery)
Collaborate with internal departments and develop clear missions for customer service departments in order to meet organisational goals.
Keeping Record of customers’ complaints, request and details of actions taken.
Communicate or corporate with internal teams to meet every customers’ requests right on time.
Manage customer database and building relationship with valuable customers.
Analyse the business, services, sales activities and data in order to utilise findings to create resources for training and service development.
Provide website, products or services recommendations to technical team or product team based on customers’ feedbacks.
Responsible for administration of day to day operations of customer service team and handling all communication tools (Live chat, Telephones, Mail, Social Media).
Oversee all aspects of the Customer Services experience, troubleshooting processes and procedures and making improvements which will increase the quality of the service we provide.
Provide reports, communication and escalation to upper management timely.
Escalate serious issues or complaints to Directors if necessary.

Graduated with minimum 5 year experience in related area, 3 years as an individual contributor and 2 years supervisory experience may be required.
Have knowledge or experience in E-commerce and online customer service management.
Excellent leader and motivator.
Must have positive and professional mindset.
Excellent communication skills in both verbal and written.
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Proficiency in computer (MS word, excel, powerpoint etc.).