Customer Support

5 months 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.
- Taking ownership of internal and external issues as well as all Case Management team issues encountered. Resolving both customer and team member concerns with empathy and efficiency.
- Effective Time Management:Striking a delicate balance to ensure customer, team member, and company needs are met.
- Designing and Maintaining Operational Processes:Creating and maintaining a process for ticket escalation between buyers, sellers, Shopee CS, and SPX operation teams.
- Focus on CX KPI:

- Monitoring team members and ticket SLA to ensure agent productivity and customer satisfaction.
- Serving as the main point of contact for the IH CRM system for SPX, ensuring new features are rolled out smoothly and resolving system issues.
- Managing and coordinating with operations to ensure low ticket over SLA and preventing potential loss claim (force claim) under SPX's own fleets and 4PLs logistic providers
- Improving Processes:

- Coordinating with relevant teams to improve process effectiveness and efficiency.
- Monitoring, reviewing, and analyzing work volumes to identify new and emerging issues to develop and implement systems, procedures, and projects that improve business outcomes and performance standards.

**Requirements**:

- Bachelor’s Degree in a related field
- Native fluency in Thai
- Good command of written and spoken English
- Strong communications and interpersonal skills
- A proactive, fast learner, team player with the ability to work in dynamic environments
- Have strong interpersonal & communication skills
- Service-minded and positive can-do attitude
- Detail-oriented, good analytical and problem-solving skills
- Experience in Data Analyst or Marketing is an advantage


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