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Job Description
- Provide Direct Customer Support through various channels.
- Investigate and resolve customer complaints and queries – particularly the escalated ones.
- Provide feedback and support to the Customer Care team to ensure that all issues are resolved
- Continuously monitor the performance of the team, and craft tailored development plans for each member.
- Train and coach new comers, and provide the required training sessions for existing employees frequently.
- Oversee day to day performance and workflow, ensuring targets are met.
- Create a healthy and comfort work environment.
- Conduct coaching sessions and 1:1s in an organized manner.
- Monitor chats/calls/tickets either live and saved and provide feedback.
- Support Process Improvement and contribute to process optimization.
- Support team members by answering questions and providing knowledge or solutions.
- Monitor adherence and conformance to shifts and schedules.
Job Requirements
- Bachelor degree or above,
- Excellent English listening, speaking, reading and writing skills.
- (1) years and above online Team leader experience.
- Have a deep understanding of the live streaming industry.
- Having competitive resources is preferred.
- Strong ability to withstand pressure, self-driving overtime ability if business need.
- Mindfulness, honesty, humility and extremes is a Must
- Rotational Working hours.
