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Customer Service Lead
3 weeks ago
MLION CORPORATION is a Foundation Solution company that focuses on Port and Waterfront Developments, Civil Excavation and Power Generation related infrastructure in the Asian region.
Being a market leader in our industry, we provide customised solutions to our core products such as sheet piles, steel pipes, tie rods, long and flat steel products, and crane rails. We further value add to the supply chain by providing downstream services such as warehousing, storage, and logistics to access local markets.
Moving with the highly digitalised world, MLION is excited to launch our GoListid marketplace platform. GoListid is the next generation B2B platform which provides pre own steel material for the construction market. Our vision is to provide steel a second lease of life and to promote sustainable use of steel material. GoListid provides sellers with a wide network of targeted domestic and international Buyers while listing their material with trust, transparency and services to facilitate the transaction.
**Roles & Responsibilities**
- Oversee customer service team involved in interacting with customers via chat for the deal-making process (facilitating negotiations for buying or selling steel material);
- Prepare and continuously refine detailed SOPs for the customer service team;
- Onboarding, training and enabling customer service team members;
- Contribute towards customer service readiness when preparing to launch in new countries;
- Ensure that the customer service team achieves key performance metrics (e.g. response time, customer satisfaction, etc.)
- Be a key stakeholder in building our customer service team (i.e. recruiting, interviewing, and professional development)
**Requirements**:
- Bachelor's degree or above, with 3+ years of experience in customer service for a commercially launched product;
- Experience in defining new processes and refining existing processes based on new product/market launches and customer feedback;
- Experience leading a team of regional customer service teams;
- Effective communication skills and a sense of ownership and drive;
- Experienced in at least one of the following areas: customer service software, marketplace platform, dealmaking is a plus.
