Nurul Adibah Asma' Binti Mohd Shukri

· Lead, supervise and manage few teams of Customer Service Executives (Email, Social Media and ShopeeFood team) to meet the required performance targets.

· Provide ongoing coaching, training and counselling to team members on products and services and handling of customers.

· Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisal.

· Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.

· Conduct email monitoring either by going through the email response provided and subsequently undertake coaching sessions with team members.

· Conduct regular team meeting to ensure that two-way communication is maintained between team members and management.

· Review workflow and procedures to close service gaps, ensure productivity and accommodate new products and services.

· Disseminate information received from client contact point to the team members as soon as possible and to ensure the team members are fully briefed on the information received.

· Attend to any high level customer complaints and escalated emails received by team members and spend an agreed proportion of time answering queue calls or live chats.

· Identify areas for service improvement and make recommendations to the management team.

· Assist or undertake any other task assigned by management.

· Plan, Organize and Train new batch of new employee to achieve required competency (1 month training)

· Prepare new agents for real life job scenarios

· Coach and review performance of new employee which struggles with training materials

· Improve training materials by making appropriate changes that reflect the latest process and eliminating obselete and outdated process

· Update job, knowledge and process knowledge by keeping in touch with customer information, internal bulletins and memo

· Disseminate process update to agents

· Supports training to other classes or sessions when required

· Performs other duties assigned by top management

· Ensuring agents understand and respond to customer in the manner that comply with all Shopee guidelines

· Helping agent manage difficult customers and questions

· Evaluate agent knowledge level and provide guidance and coaching of required

· Preparing reports and analyzing data to assist management

· Working with other supervisors and management team members to help agents

· Handle customer calls and emails from Shopee customer and seller

· Manage and resolve customer and seller issues

· Resolve customer issues according to training provided and Knowledge Base standards

· Provide customers with product and service information

· Log all customer issues information into ZENDESK and SALESFORCE

· Identify and escalate priority and difficult issues

· Follow up customer calls if required

· Document all call information according to standard operating procedures

· Complete call and email logs

· Produce call reports

· Handles customer calls in service for case creation and general enquiry (MY, SG, US)

· Respond and follow-up promptly to customer enquiry

· Schedule and update cases promptly

· Able to handle and manage customers' issues appropriate

· Provide product support through phone

· Draft out and send professional email respond back to customers

· Retail Outlet Management Program in collaboration with Al-Ikhsan Sports Sdn Bhd.

· Plan, organize and manage daily operation of outlet in terms of manpower, sales target and promotional activity.

· Stock, cash and transaction consolidation with central systems. Manage customer service.

· Attended soft skills courses under Zubedy Programme such as:

• Managing Oneself, Making a Difference, Financial Management, Gen Y 2.0, GooSeePeople, READ, Present as Yourself, Diversity and Inclusion