Customer Service Manager

2 weeks ago

กรงเทพมหานคร, Thailand Shopee Full time

Department Operations- 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.
- Monitor & manage customer experience matrices (CSAT/resolution time)
- Identify insights for CSAT performances including root-cause identification for quality performance changes from CS and SPX operations
- Identify and deploy measures to improve UX
- Monitor and manage stuck order matrices
- Take measure to reduce stuck order across miles
- Take measure to flag expedite delivery and coordinate with ground
- Work with internal stakeholders within CS and SPX to improve customer experience

**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
- Experience in leading the mid sized team (5-10)
- Strong analytical skills to conduct data-driven decisions
- Be creative in problem-solving
- Proficient in Excel and PowerPoint

Main OKRs under responsibility- CSAT
- Resolution time
- Stuck / loss SLA (reduce stuck order across miles)
- Expedited parcel SLA

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