Customer Services Leader

1. Position Overview

Design, operate, and continuously optimize the end-to-end customer service system for LocknLock's Online channel, ensuring a consistent and professional customer experience across all platforms (marketplaces, D2C, social media), while managing the CS team (both in-house and outsourced) to meet targets on service quality, response time, and customer satisfaction.

2. Key Responsibilities

CS Process Design & Operations

• Build standard operating procedures (SOPs) covering the full customer interaction lifecycle: pre-sale consultation, order handling, complaints, returns/exchanges, and warranty claims.

• Standardize response scripts (chatbot, live chat, hotline, email) tailored to each platform (Shopee, TikTok Shop, Lazada, D2C website).

• Establish escalation procedures for complex cases, serious complaints, and customer-related PR/crisis situations.

• Collaborate with related departments (R&D, Logistics, Warranty/Technical, Marketing) to shorten resolution time and reduce recurring complaints.

• Continuously review and update processes based on real-world feedback and operational data.)

Team Management

• Manage, train, and develop the in-house CS team.

• Manage outsourced CS vendors/partners: evaluate capability, workload, and monitor output quality against contracts/SLAs.

• Build shift schedules and rotation mechanisms to ensure service coverage (including peak hours, holidays, and major sale campaigns).

• Conduct regular performance reviews and build development, reward, and disciplinary frameworks for CS staff.

Standards & Tracking

• Develop a set of service quality metrics (KPIs/SLAs): response time, resolution time, first contact resolution (FCR) rate, customer satisfaction score (CSAT), complaint/refund/return rate.

• Set up reporting systems and dashboards to track CS performance daily/weekly/monthly, by platform.

• Conduct root-cause analysis of recurring complaint categories and propose improvements to product, operations, or logistics.

• Provide regular reports to management on CS status, risks, and improvement recommendations.

Yêu cầu công việc

Experiences

• Minimum 3 years of experience in customer service, preferably in ecommerce/retail.

• Experience managing teams, including outsourced staff.

• Strong understanding of marketplace operations (Shopee, TikTok Shop, Lazada), D2C website and Social channels.

• Skilled in process/SOP design; systems thinking and continuous improvement mindset.

• Strong data analysis skills, proficient in Excel/Google Sheets.

• Excellent communication, problem-solving, and crisis-management skills.

• Ability to work under high pressure, especially during major sale campaigns.

Personal Attributes

• Listening and understanding skills.

• Data-driven and results-oriented mindset.

• High attention to detail and strong problem-solving ability.

• Proactive, adaptable, and capable of working in a fast-paced environment.

Quyền lợi

• Thưởng: Lương tháng 13 và chế độ khen thưởng (Incentive) tùy theo tình hình kinh doanh và thành tích
• Đào tạo: Đào tạo nghiệp vụ
• Phiếu giảm giá: Giảm giá cho tất cả các sản phẩm Lock&Lock