Customer Experience Lead

2 weeks ago

Manila, National Capital Region, Philippines Shopee Full time
Customer Experience Lead - Special Projects, SPX Express
  • Lead and drive customer satisfaction, identify opportunities and determine strategies to improve overall customer service experience, leveraging emerging technologies, methodologies, and industry best practices.
  • Manage and oversee Special projects/ new business customer experience function which includes Customer Service, Return-Refund, CX QA, and CX Excellence
  • Develop and implement performance metrics and reporting systems to track progress and identify areas for improvement.
  • Continuously identify opportunities for process improvement and cost reduction.
  • Develop and implement policies and procedures to ensure customer service is top notch compares to the industry
  • Collaborate with other departments to ensure that all processes are integrated and work together seamlessly.
  • Hire, train, and manage personnel
  • Develop and manage budgets for customer support and ensure that all expenses are within budget

Requirements:

  • Bachelor's Degree in any related field.
  • At least 4+ years' experience in Project Management or Customer Experience/Quality Auditor/Quality Inspection, preferably in technology/e-commerce environments.
  • Customer service orientation, with sound judgment and dedication to providing exceptional service quality.
  • Flexible and open-minded with good service mind with the ability to handle customer's complaint and inquiry
  • Strong logic, problem solving, data analysis skills and competent at interpreting KPIs data into practical gap analysis assumption and execution of improvements
  • Strong written and verbal communication/presentation skills and can convey messages expressively and structurally
  • Strong leadership, resilience to work under tight deadlines and pressure
  • Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
  • Happy to work in a fast-paced, fast evolving environment
  • Must adapt and respond well to changes and effectively re-adjust priorities as needed;
  • Learn fast, act fast with strong attention to detail and accuracy
Your application will include the following questions:

What's your expected monthly basic salary?

Sea is a leading global consumer internet company. Our businesses include Shopee, the most popular e-commerce platform in Southeast Asia and Taiwan, Garena, a leading global online games developer and publisher, and SeaMoney, one of the fastest-growing digital financial services networks in Southeast Asia.

Our mission is to better the lives of the consumers and small businesses of our region with technology. We are headquartered in Singapore and listed on the New York Stock Exchange.

Sea is a leading global consumer internet company. Our businesses include Shopee, the most popular e-commerce platform in Southeast Asia and Taiwan, Garena, a leading global online games developer and publisher, and SeaMoney, one of the fastest-growing digital financial services networks in Southeast Asia.

Our mission is to better the lives of the consumers and small businesses of our region with technology. We are headquartered in Singapore and listed on the New York Stock Exchange.

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