ABOUT US ShopBack: For the wins The ShopBack Group is Asia-Pacific’s leading shopping and rewards platform, serving over 35 million shoppers across ten markets.
ShopBack was founded in 2014 and today, ShopBackers across the region continue to win over shoppers by constantly upping their game - be it rewards or meaningful experiences - such that shoppers can achieve a personal victory every time they use ShopBack.
The Group powers over US$3.5 billion in annual sales for over 10,000 online and in-store merchant partners. In 2022, ShopBack launched ShopBack Pay and PayLater, extending the platform's offerings into financial services, providing shoppers responsible and convenient payment options at checkout.
Responsibilities
Manage a team of CS Executives to deliver a Best-in-Class experience to our customers
Serve as the Market Lead and act as the key point of contact for matters related to customer feedback, pain points, and SOP in customer support
Responsible for hiring, onboarding, and training new CS Executives in the team
Perform quality audits on tickets and escalations by team members
Deep dive into performance metrics and identify opportunities for improvement in customer experience, efficiency, cost, and SOP
Handle escalations with the internal & external stakeholders related to issues reported including investigation, verifying facts, and figuring out resolutions
Assist the products and features testing in customer support
Inspire and motivate the team members to exceed their KPI
Conduct regular coaching sessions and follow-through development plans with the team members
Initiate and take ownership to drive CS departmental OKRs every quarter and other relevant improvement initiatives
Document projects, initiatives, SOP, and other relevant information in Confluence
Collaborate with the internal team, both regional and country levels
Partner with internal teams to ensure the information in Help Center/FAQ is up to date
Requirements
Min 2 years of experience leading a team of customer service or relevant experience
Strong problem solving and analytical skills are required
Real passion for helping others and crafting customer service experiences that exceed users’ expectations
Skilled at handling multiple issues at once to efficiently prioritize and solve a large number of inquiries
Experience in Zendesk Admin features is an added advantage
Bonus Points
Passionate about great customer experience
Calm and collected - You will stay calm and can be the rock for those who come to us when they need help
Patient and attentive - You will have to display patience and empathy while listening to our customers through critical issues and figuring out what they need
Goal-oriented - You will do what it takes to achieve the critical metrics in providing a high quality of customer experience towards our customers
Willing to learn - You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different strategies and tracking the results
Agile - You can move quickly and adapt to a fast-paced and constantly evolving environment. You will be on the front-lines of a highly visible, fast-growing brand
