Job ResponsibilityPOSITION SUMMARY:
Team Lead is the front-line supervisor that is responsible in:
1. Providing quality and efficient Customer Service to foodpanda's guests through the daily management of a team of CSE.
2. To ensure maximum involvement and contribution from the team members under their leadership.
3. To manage, coach and monitor the team while coordinating with other leaders or partners to ensure that all relevant service levels and KPIs are met.
DUTIES AND RESPONSIBILITIES:
-To manage day to day operation of the contact centre
-To initiate and manage weekly 1:1, team huddle and team meetings effectively
-To manage resources, planning and implementing Contact centre strategies effectively
-Ability to motivate and coach agents/Shift Lead
-Leading a team in handling Customer Service
-Ensuring all tickets are solved within SLAs
-Problem solving skills in handling complaints effectively and efficiently
-Familiar with freshchat / Intercom / Salesforce
-Good listening skills
-Approachable personality with people handling skills
REQUIREMENTS:
-Minimum a year of working experience as Team Lead in any contact center or any leadership related role
-Good written and communication skills
-Permanent position
-Proficient in English in both oral and written
-Able to fluently speak in Thai/Tagalog, read and write in Thai/Tagalog is mandatory
-Strong analytics skills and good in reporting
-Experienced managing a team of 15-20 headcounts
-Experience in reporting using Microsoft Excel or Google Sheet is an added advantage
-Experience in freshchat / Intercom / Salesforce is an added advantage
-Able to work on shifts, weekends and Public holidays
-Willing to take on additional task assign
-Reliable, punctual and motivated
-Quality driven and strong coaching skills
-This role will be based in Kuala Lumpur, Malaysia
Job RequirementsJob Benifits
