Customer Service headIntrepid Group

About the Company
We are a growing and leading eCommerce partner, empowering brands to be successful in all marketplaces (i.e. Shopee, Lazada, Zalora, Tiki, Sendo, Q100, etc) across South East Asia through a variety of services: Channel management, online marketing, customer service, data & intelligence, and fulfillment & logistics. As a dynamic startup numbering more than 250 employees, we aim to help our customers - large, medium, or small retail and online brands - unlock their potential, to serve the e-commerce consumers in their chosen markets.
Following a successful 2020 and a recently concluded series funding, we're now looking to scale our Customer Service operations. As such, we're on the lookout for an ambitious self-starter and inspirational leader to join us as Head of Customer Service.
What will you do:
Oversees overall chat function on online channels ranging from eCommerce platforms like Lazada and Shopee to brand.com and social commerce platforms.
Focus on ensuring best-in-class customer experience while meeting performance-related KPIs (e.g. Chat Response Time, Chat Response Rate)
Manages daily QC and QA activities on chat responses, product ratings and store/seller ratings to ensure customer service agents are providing a high quality of service to end consumers.
Build and manage a team of customer service agents at all stages from recruitment, interviewing, onboarding and performance management.
Spearhead any new internal and/or regional initiatives.
Serve as one of the OTP PICs for big campaign seasons (11.11, 12.12, etc).
Backup stand-in for the customer service team.
Sets up and enforces daily and operational SLAs
Lead daily update process of each brand FAQs spielsheet to ensure quality in every official answer of customer service agent to the customer.
Work closely with the Business Intelligence team in managing local customer service chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer service data.
Lead and strategize on outbound chat and/or outbound calling initiatives.
What do you need:
Preferably a bachelor degree
Strong proficiency in English and Tagalog
3-5 years of experience in a similar role and industry
Strong interpersonal, relationship and communication, listening and negotiation skills
Ecommerce knowledge and strong analytical skills
Knowledge of logistics providers, 3PLs & eCommerce platforms in the Philippines
Commercial performance-driven mindset, flexible & collaborative attitude, looking to make an impact and thriving in a fast-paced start-up environment
Strong logical thinking and problem-solving skills at all times
Good team player, positive attitude and eagerness to learn
Highly responsive individual to internal and external teams.
What do we offer:
Competitive salary package, performance-based
A key position in a fast-growing global eCommerce company that has strong growth trajectory momentum and strong competitive edges, this role offers an exciting growth journey and opportunity to co-create our success story.
You will work with leading brands across different categories to shape their presence across all eCommerce platforms in the years to come and will have a broad view of the latest developments in the South East Asian eCommerce ecosystem.
Ample opportunity for personal and professional development, both on the job and through regular training (Ecommerce topics, soft skills and leadership training).