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Head Of Customer Service

Shop.com.mm
| Yangon
Verified This job has been verified by the company as a real job vacancy.
05 Oct 2018
Recruiter active 1 week ago The recruiter at this company was last active reviewing applications.
Yangon
Verified
Recruiter active 1 week ago The recruiter at this company was last active reviewing applications.
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Head Of Customer Service
Shop.com.mm, | Yangon

Head Of Customer Service

Shop.com.mm
Yangon

Head Of Customer Service

Shop.com.mm
Recruiter active 1 week ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Verified This job has been verified by the company as a real job vacancy.
| Yangon
05 Oct 2018
Verified
Recruiter active 1 week ago The recruiter at this company was last active reviewing applications.

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Internet Services

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Big Opportunity for ...

As Head of Customer Service, you will be an integral part of the Shop machine. We want you to:

- Lead a growing team to provide world-class support to Shop customers, and develop the next generation of leaders

- Work closely with Daraz Group colleagues around Asia, and implement Grooup initiatives under their direction

- Scale our CS department in an innovative way, at a company that's growing at an amazing speed and constantly changing

- Carefully analyse shifts in patterns, and raise important issues as they arise to fellow management, big or small

- Deep dive into the numbers, and make data driven process improvements to enhance our customer experience and satisfaction

- Owning the CS KPIs, and consistently driving for more operational efficiency through every channel

- Coordinate with commercial teams to anticipate and manage call center workload

- Drive the creation of staffing plans, schedules, quality/process change initiatives, and escalation flows

- Be the voice of the Customer: regularly provide critical analysis to top customer issues

- Effectively delegate across your leadership team, whilst remaining a role model to those three levels down and three levels up

- Demonstrate effective communication with coworkers in an effort to manage team morale and reduce attrition

Open To

Repatriate
Male/Female

Job Requirements

- A proven leader, with at least 5-7 years experience in CS management, who is passionate about developing teams to their full potential

- Data-driven, analytical and detail-oriented - you enjoy testing different support strategies and tracking the results

- Passionate about improving our CX, and an excellent customer advocate within Shop

- Someone who takes full ownership of tasks, and shows tremendous follow-through

- Highly analytical and data driven, with an excellent command of Excel. SQL knowledge a plus

- Fluent in English – you will be working with expats who only speak English

What We Can Offer

Benefits

- An amazing opportunity to learn from colleagues across Asia, in more developed markets

- Twice yearly performance reviews

Highlights

- An international company in a start-up setting

- A competitive salary, plus the chance to learn in biggest E commerce

Career Opportunities

- Unmatched personal and professional growth

- Potential for overseas training

- Regional roles offered to outstanding over-performers
Already Expired
OR
More jobs from this employer

Experience level

Manager

Job Function

Customer Service, Support

Job Industry

Internet Services

Min Education Level

Bachelor Degree

Job Type

Full Time

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