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DepartmentOperations
LevelExperienced (Individual Contributor)
LocationThailand - Bangkok
The 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.
Job Description:
- Manage (Handling and Solve) incoming cases/tickets per day through email and phone channel by using company tools
- Maintain EOD backlog of the team and overall CS if needed to be under target.
- Achieve main CS/CX KPIs (Productivity, %unsolved tickets, and quality target)
- Identify and assess customers’ needs to achieve satisfaction.
- Resolve customer issues by leveraging their skills and knowledge, also provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Ensure customer satisfaction and provide professional customer support and follow communication procedures, guidelines and policies.
- Keep-up-to-date with Shopee knowledge/product/policies/process changes.
Requirements:
- Bachelor's Degree in a related field
- Ability to work in Shift (5 days per week).
-
Male or Female, Age not more than 40 years old (New graduates are also welcome).
- Male candidate has already passed the military burden.
- Experience in Customer Service or Call Center is an advantage.
- A fast learner who have a strong attention to detail and accuracy
- A good team player who can provide positive and constructive feedbacks to the team
- Strong communication (verbal and written) in Thai (English is a plus)
- Strong problem solving skill and customer handling skill
- Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide
- Typing speed 35 WMP for Thai and 40 WMP for English
