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

Fulfill 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

Other Specification

Bachelor’s degree in any field but preference given to Business Administration related degrees (Master’s degree holders are also encouraged to apply)

Excellent command of both English and Nepali language; exceptional control of verbal & written skills in English & Nepali will be required on the job

Working Experience for 2+ years in a similar role

Strong communications and technical skills

Hardworking and result oriented, with a go-getter and proactive mentality

Must be a team player with a temperance to match

Must be experienced in document creation, presentation and spreadsheet software; additional skills in spreadsheet and data analytical software will be beneficial

?Should be flexible in work timing; willing to work on off days and public holidays

Importantly, we look for someone who will live by our values that define everything we do:

Customer commitment

Teamwork

Embrace change

Integrity

Ownership