Customer Service Rtfm
2 weeks ago
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. Browse our Operations team openings to see how you can make an impact with us.
- responsible for monitoring all queues and ensuring adequate actions are taken to ensure target metrics are achieved
- monitor agent activities ensuring adherence to schedules and activity entries are up to date
- maintain rosters in line with business and staff requests
- maintain real time activities for a clear view of rostering data
- identify emerging trends and anomalies, in order to communicate to workforce planner and reporting to identify business opportunities and continuous improvement as well
- Provide accuracy in all work completed must adhere to schedule and maintain a high standard of output while completing tasks within reasonable time frames
**Requirements**:
- An understanding of Contact Centre Metrics
- Experience using Microsoft Excel
- Rise to a challenge and thrive in a fast paced demanding environment
- Must be willing to work on a rotating schedule roster
- RTA or related experience will be beneficial
- Strong communication skills will be beneficial
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