Support Operations

4 weeks ago


กรงเทพมหานคร, Thailand Shopee Full time

DepartmentOperations- LevelEntry Level- 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.
- Identify key behaviors and defects that drive or reduce the quality of service and customer satisfaction.
- Investigate customer complaints and non-conformity issues, provide corrective and preventive actions.
- Detect broken SOPs, service scripts, skills gaps and address/suggest areas of the improvements on product/procedures/process/policy to relevant parties.
- Record and provide structured feedback and recommendations; verbal and written.
- Identify training needs and organize training interventions to meet quality standards and enable knowledge retention, good behaviors & skills practices and reduce negative customer experience and improve customer satisfaction.

**Requirements**:

- Customer service orientation, with sound judgment and dedication to providing exceptional service quality.
- Strong written and verbal communication/presentation skills and can convey messages expressively and clearly to operation team.
- Resilience to work under tight deadlines and under pressure.
- High level of discretion, confidentiality, and ethics.
- Ability to deal with ambiguity and complex, matrixed environments with mínimal oversight.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Learn fast, act fast with strong attention to detail and accuracy.



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