Shopee (Thailand) Co., Ltd.
CS SOP & Process Analyst (Shopee)
atShopee (Thailand) Co., Ltd.- Stakeholder & Information Management: Proactively collaborate with internal teams (Logistics, BD, Marketing) to gather insights on new features or policies and assess their impact across 100+ agents.
- Process Design & Risk Assessment: Map out end-to-end workflows and SOPs for new changes, while proactively identifying potential negative impacts to ensure a seamless experience for customers and agents.
- Knowledge Asset Ownership: Ensure all changes are consistently reflected across all platforms, including the Agent Knowledge Base (SmartKB), Help Center (FAQs), and Chatbot systems.
- Change Management & Execution: Execute effective rollout plans and recovery strategies for ad-hoc issues, ensuring agents can access, understand, and comply with new processes under tight deadlines.
- Performance Validation & Optimization: Validate the effectiveness of SOPs through data analysis (CSAT, Deflection Rate) and "on-the-ground" observations to drive continuous process improvements.
- Bachelor's degree in a related field with 1 years of experience in E-commerce, Process Improvement or Fresh Grads
- Proven ability to map workflows, define SLAs, and translate complex ideas into simplified SOPs or self-service knowledge content.
- Excellent command of Thai and English (written/verbal) with the ability to present information clearly and coordinate independently with cross-functional teams.
- Possess a "Business Owner Mindset" with meticulous attention to detail, capable of prioritizing tasks and managing change under tight deadlines.
- Familiarity with Customer Service platforms (CRM), Knowledge Base systems, and Chatbot technology is a plus.
Skills required
- English (Excellent)
Experience required
- 1 years
Career level
- Middle Level
Skills optional
- Customer Relationship Management (CRM)
Salary
- Negotiable
Job function
- Analyst
- Customer Service
Job type
- Full-time
Company overview
Size:2000-5000 employees
Industry:Information Technology
Location:Bangkok
Website:careers.shopee.co.th
Founded in:2015
Ranking:4.5/5
Shopee delivers straightforward, secure and convenient online shopping through a mobile-focused marketplace enabling users to browse, purchase and sell products anytime and anywhere. The platform targets Southeast Asian markets, merging consumer-driven marketplace simplicity with ...
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 ...
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