Customer Service Team Leader

1. CS Operation

• Monitor daily operations (platform store, livestream, etc.) to ensure timely responses and professional customer support meet company standards;
• Monitor customer feedback, ratings, and reviews on platforms;
• Handle complex customer complaints and escalations effectively;
• Coordinate with internal teams (Operations, Warehouse...) to resolve customer issues;
• Analyze performance and customer data and prepare reports for company;
• Other tasks assigned by company.

2. Team Management

• Train, coach, and evaluate CS staff to maintain service quality standards;
• Develop and optimize customer service processes, SOPs, and workflows.
• Manage team schedules and workload allocation.

1. Compulsory

• Bachelor’s degree;
• At least 3 years of experience in Customer Service, preferably in E-commerce or online retail;
• At least 1 year of leadership or team management experience;
• Proficiency in English or Chinese (4 skills);
• Strong communication, problem-solving, and conflict resolution skills;

2. Preferred

• Familiar with E-commerce platforms such as Shopee, Lazada, TikTok Shop, etc.;
• Good organizational and multitasking abilities;
• Ability to work effectively in a fast-paced environment;
• Data-driven mindset with the ability to analyze customer service metrics.