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.
About the Team:
We are seeking a highly motivated and detail-oriented CS Process Excellence Specialist to play a crucial role in optimizing our CS processes. This individual will be responsible for analyzing our current situation, collaborating with various stakeholders, and developing and refining Standard Operating Procedures (SOPs) to deliver exceptional customer experiences and drive operational efficiency. You will be instrumental in ensuring our customer service processes are seamless, customer-centric, and contribute to overall business success.
Job Description:
Process Analysis and Evaluation:
- Thoroughly study and analyze the current state of our CS processes, identifying pain points, inefficiencies, and areas for improvement from both customer and operational perspectives.
Stakeholder Collaboration:
- Actively collaborate with cross-functional teams for relevant initiatives / features.
- Maintain clear and effective communication with stakeholders throughout the process development lifecycle.
SOP Development and Implementation:
- Design and document new Standard Operating Procedures (SOPs) for CS processes, ensuring clarity, accuracy, and ease of understanding.
- Adjust and improve existing SOPs based on analysis, feedback, and best practices.
- Ensure SOPs align with relevant policies, regulations, and business objectives.
Ongoing Review and Optimization:
- Establish a system for ongoing review and scoring of existing CS SOPs based on key performance indicators (KPIs) such as customer satisfaction, processing time, and cost efficiency.
- Develop and implement data-driven solutions to improve SOP effectiveness and achieve target productivity levels.
- Stay updated on industry best practices and emerging trends in customer service management.
Requirements:
- Good analytical and logical thinking skills with the ability to break down complex problems into manageable components.
- Good problem-solving skills and a systematic approach to identifying and implementing solutions for process optimization.
- Demonstrated ability to think from a customer-centric perspective and prioritize customer satisfaction in process design.
- Target-oriented mindset with a strong focus on achieving high productivity and measurable results.
- Strong attention to detail and a commitment to accuracy.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Fluency in English and Vietnamese is essential.
Bonus Points:
- Experience in e-commerce or retail industries.
- Knowledge of lean or six sigma methodologies.
- Experience in data analysis and reporting.
Other information
- Working time: 9am - 6pm, Mon - Fri (but sometime need to shiftwork base on job require)
Report job
