About You
We are Southeast Asia’s largest integrated used car e-commerce platform with operations across Malaysia, Indonesia, Thailand, and Singapore. Carsome aims to digitize the region’s used car industry by reshaping and elevating the car buying and selling experience. We provide end-to-end solutions to consumers and used car dealers, from car inspection to ownership transfer to financing, promising a service that is trusted, convenient and efficient.

As a part of the Regional commercial team, you will play an important role to oversee the customer service team in the whole region.

Your Day-To-Day

Performance Management

  • Formulate Key Performance Indicators (KPI) and tracking mechanism for the customer service/telesales team. Set productivity, conversion and SLA targets. Communicate clearly and comprehensively the expectations to the local teams for execution.
  • Plan, organise, lead and be accountable for the local team performance to achieve the targets set and the approved key performance indicators with high level of customer experience through effective and optimal utilisation of resources approved.
  • Create visibility for the team performance and report to the senior management on department performance and ability to take adequate actions.

Strategy Management

  • Analyse reports and use data to identify, develop, and implement improvement initiatives to resolve existing issues within the workflow or processes and improve call centre operations to meet business goals.
  • Identify the key drivers of SLA performance and execute structural adjustments to ensure resources are optimally utilized.
  • Identify the key drivers of customer satisfaction & dissatisfaction and work with the local teams and/or internal stakeholders to address customer dissatisfaction.

Process and System Management

  • Continuously review and improve SOP and work processes. Ensure the local teams follow the SOP.
  • Work with the product and tech team to develop the IT/CRM system based on the company’s and department’s short and long term business roadmap.

People Management

  • Work with local teams to identify the right talent strategy for different roles in the customer service department. Be accountable for the development of the regional and local teams to improve the level of competency and achieve performance targets set.
  • Develop the talents’ soft & hard skills through internal and external learning/training programs.
  • Create a positive team culture, employee engagement where teams understand and live company’s values, particularly around taking ownership and striving to be their best.