Department Operations
LevelExperienced (Individual Contributor)
LocationVietnam - Ho Chi Minh City
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.
Job Description:
- Directly deal with customer on complex complaints that L1 cannot handle.
- Directly handle the task of L1 Frontline when inflow a lot and on campaign days. Willing to learn new things and adapt to the new environment quickly.
- Take high responsibility for serving customers by wow Customer Service.
- Get new initiatives to improve processes, daily task.
- Maintain a balance between company policy and customer benefit in decision making.
- Manage your Backlog, ensure KPIs such as: Productivity, CQM, SLA,...
- Perform other tasks as required by superiors.
Requirements:
- 1 year of working experience in customer service.
- Good communication and problem solving skills, thoughtful, enthusiastic.
- Working shifts from 6h00 to 22h00 all days of the week (8 working hour/shift).
- Good teamwork.
- Knowledge of Excel and English is an advantage.