Customer Resolution

7 days 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.
- Track the movement of parcel status and backlog before claiming.
- Work cross-functionally with other functions.
- Manage and summarize Backlog, Lost & Damaged reports.
- Manage and solve daily routine tasks.
- Track the movement of all parcels that enter the transportation process.
- Alert all functions to expedite the export of parcels to reach the customer quickly according to the company's standards.
- The team with the most knowledge of claim conditions and can judge damaged parcels to meet the company's standard claim conditions.
- Collects data on all damaged and lost parcels to summarize and work with the Logistics team and SEA Finance.
- CX Recovery Dashboard shows where lost and damaged parcels occurred to reflect the problem-solving on the spot.
- Manage other tasks as assigned
- **1 Year contract**

**Requirements**:

- Bachelor’s Degree in a related field
- Native fluency in Thai
- Excellent in communication, negotiating, problem-solving, and coordination with other team
- Have analytical skills to measure performance and monitor process of operation
- Basic Microsoft Office/Google G-Suite is required
- Experience in the logistics industry, especially Express business is a plus
- Can-do attitude, Ability to work under pressure and in a fast-paced environment
- Be able to work 6 days per week. Flexible on working days

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