Head of Customer Experience
2 months ago
DepartmentOperations- LevelExperienced (Team Lead)- 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.
- Manage and oversee SPX customer experience function which includes Customer Service, Return-Refund, CX QA, and CX Excellence
- Develop and implement performance metrics and reporting systems to track progress and identify areas for improvement.
- Continuously identify opportunities for process improvement and cost reduction.
- Develop and implement policies and procedures to ensure customer service is top notch compares to the industry
- Collaborate with other departments to ensure that all processes are integrated and work together seamlessly.
- Hire, train, and manage personnel
- Develop and manage budgets for customer support and ensure that all expenses are within budget
**Requirements**:
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