Responsibilities

• Daily management of the international CS teams and monitoring of CS sites performance;
• People management activities including training, motivation/performance management, offboarding, promotion and communication.. etc;
• Responsible for overall service quality delivery and team performance achievement;
• Participate in the formulation and execution of CS processes, SLA, work plans and operational procedures;
• Develop plans for implementing new products and business processes;
• Work with training supervisor to develop and implement training programs;
• Manage team members' work shift schedule, balance and adjust key performance metrics to meet a high standard of quality and volume;
• Manage international CS team's daily shifts; monitor, supervise and assess CS agents' daily activities and have a good understanding of their work performance, with a main purpose of improving overall service quality;
• Collaborate with other departments such as product, marketing and technology for feedback and improvement.

Requirements

• More than 5 years CS experience with at least 2 years CS management experience.
• Familiar with CS operation and business processes, with a strong ability for problem solving and strong number driven approach;
• Proficient in MS Office suite or similar including WORD/EXCEL/PPT/VISIO etc for data analysis and reporting;
• Excellent communication skills, with a strong teamwork mentality;
• Work proactively with a high sense of service mindset;
• Strong adaptability and problem solving ability towards CS, able to deal with urgent matters independently;
• Show a strong sense of responsibility, and a passion for CS management;
• Able to motivate team members to work diligently;
• Experience working at a large E-commerce company in CS management is a big plus.
• Proficient in English listening, speaking, reading and writing;