တိုင်ကြားမှု အောင်မြင်ပါသည်

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

- 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