LEX_ID – CUSTOMER SERVICE_Manager

Posted : 2018-03-07 02:50:38
Lazada Group

JOB PROFILE:

LEX_ID – CUSTOMER SERVICE_Manager

 

Mission:

Resolving conflict, analysing information, multi-tasking, resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

 

Core responsibilities:

Managing a team of customer service staff

Taking ownership of customer’s issues and following problems through to resolution

Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; analyzing information and benchmarking best practices.

Maximizes customer service operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories and warnings.

 

Requirements:

Minimum Bachelor Degree (S1) in any discipline

Minimum of 3 years of experience working within a customer service environment

Good command of written and spoken in English and Bahasa

Able to work individually as well as part of a team

Customer service orientation

Having a good leadership

Ability to deal with problems and able to close all enquires with mutually beneficial solutions

 

All candidates should send their CV to humancapital.lel@lazada.co.id.   All candidates should be good in English - (communication, read and  write as day-to-day activities)