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Customer Service Team Lead

Location: Singapore
Company: Easyship
Freshteam
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Easyship has innovated the global shipping landscape with our shipping and logistics technology.


We believe any business should be able to effortlessly ship worldwide, and we work tirelessly to tear down this last barrier of worldwide eCommerce. We have a global workforce that strategically operates from North America, Europe, Asia and Australia, and we’re always looking for talent that will propel our rocket ship even higher. Join our diverse team of developers, sales, and marketing professionals to revolutionize an old-school industry. Help us build the most complete online shipping portal!


Position Title: Customer Service Team Lead APAC

Reports to: Head of Customer Service

Key Relationships: Operations, Sales, Tech & Marketing


Job Purpose: As Customer Service Team Lead you will be responsible for always putting the customers and the customer journey first. You will work closely alongside the Head of Customer Service and the CS Operations Manager as the senior operative for the APAC Customer Service Team. You will allocate your time between managing the progress and performance of a 5 strong team, as well as helping customers directly and working on other projects involving process, reporting, and continuous improvement. You will become a knowledge expert on all things Easyship and work closely with our partners and other business areas within Easyship to ensure our customers enjoy the best possible customer experience.


About You: You have a proven record of providing exceptional levels of customer service and have a personable approach with the ability to communicate at all levels. You have managed teams in the past and shown success in this area. You take ownership of issues and responsibility for completing a task. As a detail-oriented, well organised, and self-disciplined individual you have the ability to prioritise under pressure, working independently and within a team.


Job Responsibilities:

  • Senior CS rep for the APAC region

  • Team Leader for APAC CS Team

  • Coach, mentor and encourage the team to hit our KPIs

  • Become a knowledge expert in all things Easyship

  • Act as an escalation point for other CS Agents and colleagues on customer issues

  • Half of your time will be spent dealing directly with customers via telephone, email, live chat, and social media channels

  • Collaborate and contribute with other departments as representative of CS Team

  • Work with external partners to ensure healthy business relationships and best possible experience for ES customers

  • Identify areas for improvements in process and service

  • Some travel may be required


Skills & Personal Qualities:

  • An empathetic approach and a passion to help people

  • 3+ years of experience in a Customer Service Role

  • 3+ years of experience as a Manager/Team Leader in a CS Team

  • CRM software knowledge eg Zendesk/Salesforce

  • Strong problem-solving skills and creative thinking

  • Exceptional communication skills

  • Data driven and analytical background;

  • Good command of Google and Office Suites

  • Comfortable in fast-paced, dynamic environment


What We Offer:

  • Competitive salary, bonus

  • Equity in the company

  • Generous vacation policy

  • Gym allowance

  • As we expand, the potential to work in one of our international offices

  • Annual all-company Summit in Hong Kong!

  • Working with a first class global team


Easyship will not be responding to any agency outreach for any of our open positions.

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