SG86 - Customer Experience Supervisor
Salary undisclosed
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Intrepid Asia is a leading Ecommerce and Digital Solutions Provider in South East Asia. We offer end-to-end omni-channel ecommerce management, a wide range of Digital Marketing Services and advanced Market Intelligence, all powered by state of the art inhouse Technology to our client base of leading international brands across all key marketplaces and social platforms in all 6 SEA countries. Brands love our regional presence, our excellent data-driven and growth-focused services which are enabled by the strongest team in the industry, and our advanced marketing and tech capabilities.
We are growing rapidly and as the exclusive partner of Flywheel in SEA, we offer many exciting opportunities to work with leading brands across multiple categories and key industry players. By joining us, you will work on the cutting edge of digital commerce in SEA, and experience what it takes to drive a successful ecommerce business end to end.
About the role:
Our company is searching for a motivated and experienced Customer Experience Supervisor to join our Team. The role is based in Manila with a hybrid work arrangement. Your goal will be to provide outstanding customer service to our clients and add value to the business by leading a group of specialized customer experience professionals.
To qualify for the role, the ideal candidate will have proven experience working as a customer experience supervisor, with excellent knowledge of the latest CX trends and methodologies. Leading and developing people would be a core responsibility. A Quality Assurance background and excellent stakeholder management skills are essential for this role.
Responsibilities:
Hiring Lead:
We are growing rapidly and as the exclusive partner of Flywheel in SEA, we offer many exciting opportunities to work with leading brands across multiple categories and key industry players. By joining us, you will work on the cutting edge of digital commerce in SEA, and experience what it takes to drive a successful ecommerce business end to end.
About the role:
Our company is searching for a motivated and experienced Customer Experience Supervisor to join our Team. The role is based in Manila with a hybrid work arrangement. Your goal will be to provide outstanding customer service to our clients and add value to the business by leading a group of specialized customer experience professionals.
To qualify for the role, the ideal candidate will have proven experience working as a customer experience supervisor, with excellent knowledge of the latest CX trends and methodologies. Leading and developing people would be a core responsibility. A Quality Assurance background and excellent stakeholder management skills are essential for this role.
Responsibilities:
- Manage day-to-day operations of the CX Team through effective people leadership, coaching and developing customer experience agents, and using Quality Control as a coaching tool.
- Directly handle customers’ inbound chats if needed, and acts as a backup chat agent.
- Manage customer concerns and escalations through effective collaborations with relevant stakeholders, internally and externally. This includes but is not limited to outbound chat, phone calls, and in-person meetings.
- Collect and translate data into business insights such as but not limited to efficiency, contact reasons, the voice of the customer, and platform key performance indicators. This can be in the form of spreadsheets reports and/or presentations.
- Manage the CX Team’s compliance with standard operating procedures outlined in the brand spilesheets, CX University, and Intrepid’s Code of Conduct.
- Manage department staffing data including but not limited to scheduling and brand groupings, overtime calculation, and payroll tracking.
- Implement the Regional Customer Experience initiatives.
- Minimum of 2 years experience as Customer Service Supervisor in an e-Commerce or BPO/Captive Environment.
- Graduate of any bachelor’s degree.
- Excellent English in written and verbal skills; Strong organizational, time management, and analytical skills
- Proficient in MS Office Suite and Google Business Suites.
- Have a great passion for the customer service industry and customer focus mindset.
- Advantage if has background or exposure to SEA E-Commerce Market.
- Competitive salary package
- The key position in a fast-growing international eCommerce company that has strong momentum and strong competitive differentiators (team, technology, regional footprint), this role offers an exciting growth journey and an opportunity to co-create our success story.
- You will work with many leading brands across all categories to shape their visual presence across all eCommerce platforms in the years to come and will have a broad view of the latest developments in the South East Asian eCommerce ecosystem.
- Ample opportunity for personal and professional development, both on the job and through regular training (Ecommerce topics, technical skills, soft skills, and leadership training).
Hiring Lead: