Shopee (Thailand) Co., Ltd.
CS Workforce Management - Contract (SPX Express)
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.
Job Description:
- Responsible for monitoring all queues and ensuring adequate actions are taken to ensure target metrics are achieved
- Monitor agent activities ensuring adherence to schedules and activity entries are up to date
- Support real-time activities and roster maintenance in line with business and staff requests
- Identify emerging trends and anomalies, in order to communicate to workforce planner and reporting to identify business opportunities and continuous improvement as well
- Provide accuracy in all work completed must adhere to schedule and maintain a high standard of output while completing tasks within reasonable time frames
- Support continuous improvement initiatives by sharing observations and best practices from real-time operations
Requirements:
- Good understanding of CS metrics esp. in live channels
- RTA or related experience will be beneficial
- Strong communication skills will be beneficial
- Rise to a challenge and thrive in a fast paced demanding environment
- Proficiency in GSheet/Excel
- Ability to work 5 days per week on a rotating roster (non-fixed days)
- Willingness to work on a rotating shift roster, including weekends or public holidays if required
Skills required
- Express
- Excel
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Customer Service
- Analyst
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
