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Seller Support
2 months ago
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.
- Effectively track progress of Chinese seller issue escalation (i.e., issues that are escalated via wechat channel or other channel) and support relevant teams as well as engage Chinese seller team in order to solve issue within SLA
- To work with project teams, Chinese seller management teams or other seller facing teams to identify seller pain points that lead to case escalation and propose how to help seller solve the case efficiently without escalating to Shopee via CS or KAM
- Develop deep understanding of the seller operational journey as well as Shopee selling policy in order to be able to consult with Chinese seller teams when they are facing an operational issue or a gap in education
- Be able to communicate with Chinese sellers in Chinese language effectively and also engage with SOS Communications / Education to develop educational articles for seller
**Requirements**:
- Be able to communicate in both Chinese and Thai language, English is a plus
- Flexible and adaptable; able to work under pressure
- 1 years of experience in internal issue escalation process management and or customer service / complaint management is a plus
- High-proficiency in Excel or data is a plus
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