Customer Support Case Management

2 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. Browse our Operations team openings to see how you can make an impact with us.
- ** Responsible for leading insights for the Net Promoter Score (NPS) customer satisfaction program, including aligning data and insights across internal and external.**:

- ** Surveying sources, leading corporate wide goal setting, and managing new customer satisfaction programs for growing markets and with partners.**Taking action to solve problems from customers through coordination with relevant departments.**:

- ** Expressing in-depth knowledge of and passion for customer satisfaction / NPS data and insights.**:

- ** Working with related departments to stay up to date on product and service knowledge and changes in policies.**:

- ** Serving as the lead in bridging the gap between external and internal customer satisfaction surveys by bringing a fresh perspective on aligning the studies.**:

- ** Producing actionable insights and recommendations to improve the customer experience across the SPX and grow SPX revenue.**:

- ** Working closely with NPS Insights manager or relevant party, Insights Integration and advanced analytics team to produce thought leadership to grow NPS and revenue.**:

- ** Communicating and presenting to senior leadership is required, including tracking of their goals and reporting on customer satisfaction performance across all parties.**:

- ** Manage other tasks as assigned.**

**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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