iprice group is hiring a

Customer Support Team Lead (Indonesian Speaker)

Kuala Lumpur, Malaysia

Our vision is to become the Skyscanner for online shopping, the place for South East Asia’s 600M people start their e-commerce journey. The place where consumers discover the latest trends, compare prices and get the best deal. With more than 500 million offers on our platform; 15 million monthly shoppers; and, a reputation as an independent authority when it comes to insights about the regional e-commerce sector, iPrice is at the centre of South East Asia’s e-commerce revolution.

Why join us?

Surround yourself with people who are ambitious, passionate, dynamic and constantly looking for ways to improve themselves. Join us and help us drive iPrice’s continued success, our monthly double-digit growth, and be a part of a diverse environment which combines the talent and insights of the 7 countries we that are operating in!

  • Organization backed by world class investors like Line, Ventura and 500 Start-ups
  • Management team comprised of international managers with experience from world-class organizations
  • Performance focused culture championing ownership, transparency and open communication
  • Diverse colleagues (25 nationalities and counting)
  • Coaching and world-class trainings with access to key experts in your field

We are ready to take the step and for that we are looking for a passionate Customer Service Team Lead who can drive our Solution Value Stream goals. You're an active member of Ops team, you provide positive cooperative energy and are helping to achieve company goals. Within your team you set up a safe-to-fail environment. Team members are openly sharing when something goes wrong and you are there together to resolve the issues. You can deliver on committed goals while keeping the quality of your work. You were able to understand team members career desires, provide them with learning opportunity and write non-biased performance reviews thoroughly assessing their performance.

RESPONSIBILITIES

Recruit, build and lead an operations team to provide e-commerce customer support services for the Indonesian market including:

  • Build a new team within iPrice to provide customer support / payment services to Indonesian customers
    • Work with the Product Owner (“PO”) to specify customer support requirements
    • Define the skills, capabilities and staff levels needed to deliver
    • Define initial processes for implementation of customer support function
    • Oversee hiring of team members to meet the requirements
  • Support team in the execution of sprint goals (including provide support to resolve issues)
    • Subject matter expert re- improvement opportunities / methods to address
    • Support in facilitating daily scrum, sprint planning, sprint demo and retrospective meetings
    • Shield HomeCredit Ops team from outside distraction and interferences
  • Help team identify and implement opportunities to improve effectiveness and efficiency of customer support processes
    • Identify and measure key performance metrics for leadership / team
    • Use metrics / customer feedback to identify performance improvement opportunities
    • Work with the team to develop opportunities to improve and implement
  • Support the professional development of the team members
    • Hold weekly 1:1 with the team members to understand challenges and support
    • Manage the Termly (4 monthly) appraisal cycle
    • Work with the team members to (i) identify development goals; and (ii) discuss potential career options
    • Provide coaching and training to assist in the team members development
  • Support the team in the implementation of agile model
  • Work with the Product Owner (“PO”) to specify customer support requirements
  • Define the skills, capabilities and staff levels needed to deliver
  • Define initial processes for implementation of customer support function
  • Oversee hiring of team members to meet the requirements
  • Subject matter expert re- improvement opportunities / methods to address
  • Support in facilitating daily scrum, sprint planning, sprint demo and retrospective meetings
  • Shield HomeCredit Ops team from outside distraction and interferences
  • Identify and measure key performance metrics for leadership / team
  • Use metrics / customer feedback to identify performance improvement opportunities
  • Work with the team to develop opportunities to improve and implement
  • Hold weekly 1:1 with the team members to understand challenges and support
  • Manage the Termly (4 monthly) appraisal cycle
  • Work with the team members to (i) identify development goals; and (ii) discuss potential career options
  • Provide coaching and training to assist in the team members development

Requirements

  • Understand Indonesian market, language and culture.
  • Experience in managing a team for at least more than 3 years.
  • Able to work cross team and culture
  • Has keen eye for detail
  • Ability to build strong relationships with key internal and external stakeholders
  • Possess operational or compliance experience on local and cross border payment products will be an advantage
  • Strong in analytical and problem-solving skill
  • Proficient in the use of Microsoft Office Excels applications

Benefits

  • Comprehensive healthcare including outpatient/in-patient benefits for you and your family
  • Work permit / visa coverage for expatriates to work in Malaysia
  • Team building activities including strategy weekends; team getaways and departmental activities
  • Extra perks including claimable grab rides; dinner if you’re in the office past 7 pm; stocked pantry; subsidised vending machine, beers and snacks every Friday and plenty of iPrice events.

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