Customer Experience

2 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.
- Dispute resolution: manage the daily volume of SPX related disputes, ensuring accurate and
- timely handling while maintaining the organizational integrity and users’ satisfaction.- Trend evaluation: analyze patterns and remain updated about current trends in Return and
- Refund processes, identifying potential risks and taking proactive measures.- Implement buyer KYC for COD delivery / refund
- Process improvement: continuously evaluate dispute resolution procedures to optimize efficiency
- and accuracy, proposing enhancements as necessary.- Adhere strictly to Standard Operating Procedures (SOPs) governing fraud detection, dispute
- resolution, and refund processes.- Assume additional ad-hoc tasks and responsibilities as assigned to support departmental needs
- and operational efficiency.**Requirements**:

- Bachelor's degree in logistics, supply chain management, business administration, or a related
- field.- 3-5 years of experience in operations or process improvement roles
- Excellent communication skills as this role will required collaboration and alignment with multiple
- teams- Self-driven and good leadership skills to facilitate cross functional interactions
- Strong analytical skills to conduct data-driven decisions
- Be creative in problem-solving
- Proficient in Excel and PowerPoint
- Adaptable, open-minded, and thrives in a dynamic environment

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