Customer Care Team Leader
Hết hạn nộp đơn
Mô tả công việc
Autonomous e-commerce website in the past 5 years has already offered over 2 million products to over 100 countries to help people work better. We power 110,000+ companies worldwide and bring to life our visions of the workplaces of tomorrow and help people transition to a more flexible way of work.
We’re looking for Customer Care Team Leader who is responsible for providing our customers a superb experience with our company, uncovering their needs and guiding them to success throughout their shopping journey.
Customer Operational Excellence: 60%
• Managing the day-to-day activities of the team CS Live Chat and Ticket.
• Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets.
• Conducting 1-1 coaching / huddle shift of team members and delegating tasks to maximize their potential and productivity.
Customer Experience and Hassle Free Ecommerce: 25%
• Generating insights and implementing customer knowledge into CX strategy and liaising with cross-functional teams to implement CX initiatives to delight customer experience.
• Partnering with stakeholders including but not limited to CS QA & Trainer, Logistics, Products, Front-End, Back-End, Marketing, Content and Commercial in order to deliver new features/ projects and zero tolerance policy for bugs during shopping journey in order to push conversion rate (traffic to orders) from Autonomous website.
Online reputation: 15%
• Monitoring and working with Review sites/ organization e.g Trust Pilot to push and sustain the brand's health of Autonomous.
Yêu cầu ứng viên
• A Bachelor’s Degree with at least 2 year-experience in customer service/ call center.
• Previous Lead or Supervisory experience preferred.
• Proactive and continuous improvement attitude.
• Attention to detail.
• High Problem solving and priority skills.
• Excellent skills for communicating and relating with both team members and customers.
• Have good temperate to handle disputes and emergencies.
• Must be customer service and result oriented.
Team Culture Requirements
· Willingness to learn new programming languages, tools, and technologies
· You must be a fast and thorough learner, capable of systematically inquiring into new technologies and their foundations. Think and rethink, from the ground up
· Able to constantly challenge yourself to stay on top of your game and upgrade yourself every day.
Why you’ll love working with the Autonomous team
- You’ll be you. We deeply care about helping everyone at Autonomous work on what they love, freely express their ideas within the team, and grow to their true potential.
- You’ll be a better you. Most of the time, you’ll be working on cutting edge technologies. You’ll be constantly learning and improving your knowledge.
- You’ll be your own boss. There is very little hierarchy at Autonomous. Decision-making processes are transparent. We welcome all different ways of thinking and trust the people we work with to do what they do best. There is no micromanagement here.
- You’ll be the inventor. Most of the time, you’ll find yourself working on a problem that doesn’t have a solution - yet. That’s where you come in.
- You’ll solve problems for the world. Most of the problems we’re solving are for the global audience of today, and of tomorrow.
Quyền lợi được hưởng
Above-market salary and bonuses
13th month salary
Total health care benefits for you and your spouses and children
Standing desk, ergonomic chair
Healthy, freshly prepared breakfast + lunch
We play soccer every Friday!
Team outing & company retreat
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Hotline CSKH: (024) 7107 9799
0862 69 19 29