Customer Service

3 weeks 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.
- Scope of work
- resolve customer issues by leveraging their skills and knowledge
- Running complaint investigation and analysis to understand the root cause and properly resolve issues/incidents that raised to top management
- Identifying the gap in service and process then following up with teams to provide preventive plans based on incidents/issues and CS voice
- Representing CS/customer voice and share to related stakeholders and propose solutions /changes to the current process and SOPs
- Maintaining & continuously update technical skills and knowledge for themselves
- Responsibilities:

- Investigate and coordinate with related teams to solve customer issues
- Make outbound calls to clarify customer needs and solve customer issues and remove customer obstacles and prevent re-contact
- Monitor crisis cases and resolve them within target timeline and productivity
- Record issues details into Customer Relation Management system
- Keep-up-to-date with Shopee knowledge/product/policies/process changes

**Requirements**:

- Bachelor's Degree in a related field.
- Ability to troubleshoot problems with an investigative mind
- Able to create Positive Conversations with Challenging Customers
- Ability to work in Shift (5 days per week).
- Male or Female, Age not more than 40 years old, New graduates are also welcome.
- Experience in Customer Service or Call Center is an advantage.
- Ability to deal with ambiguity and complex information with mínimal oversight.
- Learn fast, act fast with strong attention to detail and accuracy
- Good communication (verbal and written) and can convey messages expressively and clearly (English is a plus)
- Ability to deal with ambiguity and complex, matrixed environments with mínimal oversight.
- Ability to take responsibility with minimum supervision, work collaboratively and drive continuous improvement
- Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide
- Typing speed 35 WMP for Thai and 40 WMP for English



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