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Job Description
- Assign new customers received form sales and support team to account managers, check and handle existing customer cases, received complaints from social media, sales and support team that are related to account managers for validation
- Monitor call log, mobile app pending tickets, LMS service for enterprise cycle progress, Check and follow up with jirra tickets including, pending tasks, due dates, reopened, in progress, validate cases and assign tasks accordingly, handle account manager escalations as required
- Lead, provide support and advise to account managers and online store managers subordinates, Audit quality of work and, set and do KPIs assessment activities, provide coaching as required
- Prepare reports and analysis including weekly follow up report and action, reasons of call log record, complaints justification, LMS tickets violated reasons and action, LMS average ticket time of violated, cycle status, average current ticket violated per week and compare with previous week
- Work on analysis for average tickets of store launched, mobile app tickets, quality scores of team, reasons and action, satisfaction survey score per account manager, response rate, valid complaint of account management and actions, total calls per account manager and follow up
- Communicate and conduct meeting with other department as needed to discuss work progress
Job Requirements
- Previous experience as team leader or supervisor
- Experience 5+ years in customer service supporting E-commerce - Technical Support, account management.
- Bachelor of IT or Engineering is preferred
- Technical Skills: HTML-CSS. Preferable , excellent in Microsoft office
