At a glance

The Customer Service team is the face of the company, the front-line when customers contact Chope for assistance. We are responsible for ensuring that customers' inquiries are handled with care and precision. Our standards for customer support goes beyond response times. You must be passionate about providing service that is memorable, warm and highly personable. The Customer Service Supervisor helps to achieve that by ensuring that SOPs are constantly reviewed and updated. He/She will also take the lead in ensuring staff members are achieving the desired service levels and provide regular performance feedback.

About the role

  • Lead a team of customer service staff and supervise day to day activities to achieve desired service levels
  • Manage and coach the performance of the service of the team by providing regular performance feedback
  • Manage scheduling of customer service team shifts to meet operational requirements during peak periods
  • Create, implement and update effective customer service procedures, responses (macros), policies and standards
  • Collaborate with internal cross functional teams to identify new processes whenever new products/programs are launched to ensure a seamless customer experience
  • Identifying bottlenecks and improving efficiency within the customer support team (response time, CSATS & refund policies)
  • Analyze trends in consumer issues and make suggestions for policy updates and enhancements.
  • Handling escalated tickets from team
  • Conduct training and onboarding of new customer service staff and regular refreshers for existing team members
  • Assist customer service staff with duties during times of high volume
  • Take on additional projects and tasks at the discretion of the Head of Operations

Requirements

  • Minimum 5 years of customer service experience, with 2 years managing a team
  • Independent and proactive mindset, with the ability to be productive and efficient with minimal or no supervision in a fast-paced and dynamic work environment
  • Keen attention to detail with strong problem-solving ability; be able to pre-empt problems, identify root causes, formulate and implement solutions with little prompting will be at a strong advantage
  • Effective interpersonal and communication skills
  • Experience in using and managing e-commerce platforms such as Shopify, Shopee & Lazada
  • Experience in using Zendesk Support, Guides and Explore
  • Fluent English (both spoken and written) is a must

While not required, the following skills/experience will be favourably considered

  • Experience in restaurant reservations and delivery operations

Why Chope?

  • Meaningful work - you’ll have ownership over and the ability to make a direct impact on the experience we’re delivering to our customers (You’re not here “just to execute”)
  • Autonomy - you’ll be in an environment that enables you to challenge yourself, challenge your team members, learn new skills, and try out new things
  • Collaborative and an open culture that values receiving and giving feedback
  • A competitive salary
  • Flexible work arrangements that provide you the balance you deserve