Sop & Process Development - Contractor (Shopee)

5 months ago

กรงเทพมหานคร, Thailand Shopee Full time

Department Operations- 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.
- Proactively manage stakeholders to seek out key information on wide scope of company policies, processes, and system information
- Map out processes and thoroughly understand the impact of implementing new changes across >300 agents
- Raise flag on the negative impact of new changes to be revisited by stakeholders to achieve good customer/operation/agent experience
- Ensure all changes are reflected and consistent in all knowledge-based tools, news feeds, communication scripts, SOPs, and FAQs
- React fastly to ad-hoc/ unforeseen issues caused by the changes and address/prioritize needs for recovery plans
- Verify CS agents are able to access, understand, and effectively comply with the changes
- Observe (on-the-ground) or review data sampling to validate the effectiveness of changes & communication to address necessary correction
- Oversee/supervise CS operations SOP and communication team and activities

**Requirements**:

- Bachelor’s degree with 3+ years experience in relevant areas in e-commerce/technology/fast-paced contact center
- Possess a business owner mindset with meticulous attention to details that make an enjoyable customer experience
- Ability to coordinate, prioritize, organize change, and communicate effectively in tight deadlines.
- Fluent in Thai and English, both written and spoken
- Excellent communicator (written/verbal/presentation) with the ability to coordinate independently with stakeholders.
- Ability to translate complex ideas and information into simplified SOPs and self-service knowledge content

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