Shopee (Thailand) Co., Ltd.
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Customer Service and Brand Protection (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.
Job Description:
1) Brand Protection Lead
- Overview the day-to-day Brand IP registration and IP case management operations
- Manage and ensure the team’s productivity, quality as well as the team's KPI
- Summarize and report the insights, concerns to cover risks and process gaps
- Work with several teams in solving IP related inquiries, unclear cases, and urgent escalations
- Involve in regional and local IP protection projects and ad-hoc assignments
2) L3-Content CS Ticket Lead
- Lead a team to engage promptly and professionally with community members through various channels, including email, calls, and CRM systems, both online and offline.
- Demonstrating a deep understanding of customer feedback and requests for improving Operation SOPs and maintaining customer satisfaction, which require comprehensive knowledge of team policies, services, and community guidelines
- Ensure the team provides timely and accurate responses to user inquiries, addressing questions, concerns, and technical issues related to products, services, or policies.
- Supervise the team in handling complex or high-risk cases and provide support as necessary to resolve customer issues with empathy and attentiveness to their needs.
- Identifying gaps in team SOPs and proposing effective solutions to address pain points shows a proactive approach to improving processes and enhancing customer service.
- Collaborate with cross-functional teams such as Seller Ops and Legal to gather information to support users' needs and preferences.
Requirements:
- Require previous experience in Customer service, User experience, Seller Ops or community support roles at minimum of 1 to 2 years
- Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner
- Excellent logical thinking, problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries
- Empathy, patience, and a customer-centric mindset to handle User concerns regardless buyer or seller and provide exceptional service
- Ability to work in a fast-paced environment and effectively manage multiple assignments simultaneously
- Familiarity with Excel, and basic understanding of CRM tools
- Have background or knowledge in intellectual property is a plus
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Customer Service
- Marketing / Advertising
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
