Customer Service team leader (au account)ZALORA SEA

We are looking for a Team Leader to join our team of Customer Service (AU account). The Team Leader will supervise and lead a group of team members. He/She will be developing the team's performance and day to day operations. Trains, coaches, and mentors employees on how to deliver the best customer service possible.
Key Responsibilities:
Primary responsibility of managing, directing and leading the team members, resolving customer questions or complaints, and implementing programs and procedures to enhance productivity and performance.
Responsible for some staffing levels and may be involved in the recruiting and interviewing of customer service team members.
Responsible for coaching and ongoing development of the assigned team member.
Monitors employee performance and note areas for improvement to meet the set goals/targets.
Combines dealing with customers (if/when needed for escalation) and the leadership of others on a daily basis.
Support process improvement.Takes lead to improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
Will do basic project management and root cause analysis.
Qualifications:
Minimum of at least three to six months work experience in Customer Service industry. Preferably with experience managing chat/email accounts.
Experience of delivering individual/group coaching to improve professionalism and customer service.
Excellent communication skills are required as well as the necessary range of soft skills. Additional qualities needed include: approachability, personal skills, team-working ability, adaptability, excellent communication skills and the ability to remain calm under pressure.
Strong customer focus and customer service skills.
Thorough understanding of communication techniques and practices.
Proven self-starter with initiative and motivation.
Ability to establish rapport and can easily collaborate with others
Analytical with effective negotiation and problem-solving skills.
Maintain regular and reliable attendance.
Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescales.
Must be able to stand a full shift, work extended hours as needed, highly flexible to support morning and evening shift as needed.
Willingt o work in MCX, Muntinlupa City.
The ZALORA Story
ZALORA is Asia's leading online fashion, beauty and lifestyle destination, part of Global Fashion Group. As one of the region's pioneer large scale ecommerce platforms, ZALORA has established a strong presence throughout the region, particularly in Singapore, Indonesia, Malaysia, Brunei, the Philippines, Hong Kong, and in Taiwan, enjoying over 50 million visits per month.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.
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Jazz

Muntinlupa City, Metro Manila
Permanent
Full-time