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Recovery Management

4 months ago

กรงเทพมหานคร, Thailand Shopee Full time

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.
- Designing and maintaining operational and communicational process for reverse flow, recovery operation flow
- Designing recovery performance(stuck, ticket, lost,clawback) that could help core operation aware of their operation performance from recovery's lens
- Making decision on complicated cases from ticket/stuck order that can't find the PIC to claim and find the solution between teams
- Aligning with CX team on handling process, SLA days from ops feedback, the standard quality of ticket's feedback
- Managing Project as a project owner for any topics related to clawback or lost
- Supporting Operations to run smoothly in reverse flow
- Managing and coordinating with operation to ensure low stuck orders and prevent potential loss parcel
- Coordinating with relevant teams to improve process more effective and efficiency

**Requirements**:

- Working 5 days and stand by mode for weekends
- 4-5 years experience in logistics and supply chain is preferable
- Express delivery experience is advantage
- Project Management skills is preferable
- Leadership skills is required
- Good communication skills both written and verbal in Thai and English
- Data analysis and logical thinking for solution given
- Good coordination and teamwork
- Flexibility in working and be able to work on holidays (if any)
- Ability to negotiate