Shopee (Thailand) Co., Ltd.
CS Escalation Agents (Shopee)
atShopee (Thailand) Co., Ltd.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:
Job Description:
- Managed escalated cases from buyers, sellers, and platform users, including walk-in customers.
- Handled backlogs, high-risk cases, and complex complaints with professionalism and a service-oriented mindset.
- Analyzed issues to identify root causes and monitored contact trends to prevent recurring problems.
- Coordinated with cross-functional teams to develop effective end-to-end solutions.
- Communicated effectively with dissatisfied customers and proposed appropriate resolutions.
- Supported management by preparing escalation reports and providing recommendations for process improvements.
Requirements:
- Minimum of 3 years’ experience in customer service and escalation handling (experience in E-Commerce or Tech industries is a strong advantage).
- Skilled in managing complex and high-stakes customer cases involving Shopee buyers, sellers, and users.
- Strong analytical, problem-solving, and negotiation skills with the ability to manage critical situations effectively.
- Experience in face-to-face service or handling walk-in customers is an advantage.
- Excellent coordination and communication skills across teams and with stakeholders.
- Fluent in Thai with professional working proficiency in English.
Salary
- Negotiable
Job type
- Full-time
Company overview
Shopee makes online shopping easy, secure and fuss-free. Shopee is a mobile focused modern marketplace where everyone can browse, shop and sell products of all kinds anytime and anywhere. Shopee is tailored for Southeast-Asian markets, combining the easiness of consumer driven ma ...
Why join us: Shopee is rapidly online shopping tech company in Thailand and other South East Asian markets. We do innovate on many fronts in online shopping, providing an unique opportunity to learn about ecommerce technologies and trends. We have a multinational and dynamic workplace with gr ...
Benefits
- Professional development
- Dental Insurance
- Five-day work week
- Flexible working hours
- Life Insurance
- Health Insurance
- Maternity leave
- Social Security
- Performance bonus
- Provident fund
- Learning & Development Opportunities
