Community Customer Service-l1
2 months 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.
- Ensure that the sellers are satisfied with the operation support. Keep good relationships with Ultra Short-tails and Short-tails Open Service sellers including with Payment and Collection.
- Active and responsive to chats during operation hours, quickly reachable.
- Conduct investigation and response to cases for the Operations team within SLA.
- Make outbound calls to customers to manage crises and inform case information.
- Proactive to take action to support customers' issues from pick-up support, stuck/lost/claim, and logistics management through coordination with relevant operation departments.
- Coordinate with city operations and route planner to follow up and notify results of problem-solving cases to customers in a timely manner.
- Working with related departments to stay up to date on product and service knowledge and changes in policies in order to educate sellers accordingly.
- Manage ad-hoc tasks as assigned.
**Requirements**:
- Native fluency in Thai and fundamental business English (reading, writing, listening, speaking)
- Bachelor’s Degree in a related field
- A proactive, fast learner, team player with ability to work in dynamic environments
- Have strong interpersonal & communication skills
- Service-minded and positive attitude
- Detail oriented, good analytical and problem-solving skills
- Experience in Customer Service or Call Center is an advantage
- Experience with CRM system and e-Commerce is a plus
- Able to work in Shift (6 days per week)
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