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DepartmentOperations
LevelExperienced (Individual Contributor)
LocationVietnam - Ho Chi Minh City
The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
Job Description:
- Directly deal with customer on complex complaints that L1 cannot handle
- Clarifying the customer's complaints, resolve customer issues or follow escalation process.
- Provide solutions to recovery service, and improve customer satisfaction.
- Take high responsibility for serving customers by wow Customer Service.
- Get new initiatives to improve processes, daily task.
- Willing to learn new things and adapt to the new environment quickly.
- Maintain a balance between company policy and customer benefit in decision making.
- Manage own Backlog, ensure KPIs such as: Productivity, CQM, SLA,...
Requirements:
- 1 year of working experience in customer service.
- Good communication and problem solving skills, thoughtful, enthusiastic.
- Working shifts from 9h00 to 19h00 all days of the week (9 hour/shift), 2 day off in week, willing to work on duty.
- Good teamwork
- Strong English skills is an advantage
