Customer Service

6 days ago

กรงเทพมหานคร, Thailand Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationThailand - BangkokThe 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.

**About the Team**:

- His/ her role includes the ability to manage BPOs who provide service for Shopee’s customers. The team is responsible for managing all the performance and daily operations, and expected to ensure that the team operates in a sustainable and efficient manner, while ensuring the best service and customer satisfaction.- Oversee the operations of CS team members and BPOs to ensure that Shopee provides excellent customer service
- Monitor, manage and ensure that key user experience metrics such as abandonment rate, customer satisfaction, backlogs and productivity are consistently met by partner BPOs
- Management of contract and addendums based on operational requirements and changes in the prior agreement signed
- Contact person for CS on any operational and/or process inquiries for other stakeholders.
- Leading daily, weekly huddles and required monthly and quarterly business review with stakeholders and BPO management team.
- Plan, lead and supervise any projects to improve KPI metrics and ensure commitment from BPOs in achieving targeted goals.
- Visit and be hands-on with CS operations at BPO offices
- Manage expectations and to take feedback from BPO on operational improvement suggestions and lead a project for such proposals with relevant team (local and regional) for business improvement purposes.
- Ensure positive relationships with BPO management team is maintained at all times - and grievances to be handled in such a way that it reflects Shopee values.
- Proactively work with internal support teams for any add-value projects or initiatives to close gaps and optimise current SOP and arrangement.

**Requirements**:

- Minimum of 3+ years of proven experience in vendor management or partner management or in consulting or contact centre environment
- Bachelor’s or Master’s degree
- Must be capable of dealing confidently and professionally at executive level internally and at partner side
- Proven ability to manage complex processes and drive continuous process improvement
- Excellent verbal, written, interpersonal, leadership and organizational skills
- Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required
- Worked with or Able to comprehend KPIs/performance data reports
- Happy to work in a fast-paced environment

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