Dispute Operations

1 week ago


กรงเทพมหานคร, Thailand Shopee Full time

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.
- Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customers
- Investigate, negotiate and solve out of shopee guarantee cases between buyers, sellers and other stakeholders
- Deliver verdict of the case to all stakeholders and be able to negotiate and settle the case. Follow up if more clarification is needed on the case
- Update case information in the case management system [Salesforce] and other relevant systems during and after the case for future references.
- Share lessons learned and new situations arises from each case to the team to help build knowledge of the team
- Conduct research to gain knowledge about the case. It could be about the product, about buyer or seller history, or any other events related to the case
- Uphold judging standard to comply with company policy and consumer protection laws
- Work with the management team to stay updated on operation knowledge, current e-commerce situations, and be informed of any changes in company policy

**Requirements**:

- Good communication skill - speaking and writing (English is a plus)
- Strong critical and logical thinking skills
- Bachelor's Degree in a related field
- Ability to work in Shift (5 days per week)
- Experiences in Customer Service, Call Center, Dispute team is an advantage


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