Team Lead- Inbound (Customer Service)

Job Description

Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

Coordinate with all internal departments to run day to day operations smoothly & resolve the issues aptly

Ensure that the processes of Inbound is streamlined and the capacity of the floor is intact

Maintain and review Service Level Agreements, Scorecards, and Key Performance Indicators of the team.

Creating, analyzing and distributing process reports eg case creation process, escalation process & so on

Drive the team's performance by sharing the feedback with the bottom performers on a daily basis.

Prepare daily/ weekly and monthly reports

Bring inconsistencies and problems to the attention of management

Fulfil all other duties based on business requirements

Benefits

An international working environment in a start-up setting, and the unique opportunity to learn from industry leaders, including Lazada and Alibaba teams

Work closely with country and group level management to build e-commerce in Nepal

Hands-on experience in leading a team and growing a business

Five days working week (Monday to Friday)

Benefit Package: Social security fund, fuel expenses, employee discount voucher, mobile top ups and data pack, accidental insurance, medical insurance, full annual health check-up