Shopee (Thailand) Co., Ltd.
Customer Service Data Analysis (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:
- Lead strategic projects focused on maximizing productivity and optimizing Customer Service operations, ensuring timely delivery and measurable business outcomes
- Conduct end-to-end data analysis and deep-dive root cause analysis (RCA) on core CS metrics to identify friction points and deliver actionable, data-driven insights to management
- Create, maintain, and optimize reporting infrastructure (dashboards and recurring reports) using BI tools to answer key business questions and monitor operational health.
- Drive efficiency improvements and support AI/automation initiatives by providing data groundwork, analysis, and validation required for implementation and tracking ROI
- Serve as the primary Data Liaison between the Customer Service Operations team and the Business Intelligence (BI)/Data Engineering teams, translating challenges into precise data requirements
- Communicate complex analytical findings and strategic recommendations to senior management and cross-functional stakeholders in a clear, concise, and logical manner
Requirements:
- Bachelor's Degree in any related field
- Strong understanding of statistical concepts (e.g., hypothesis testing, correlation, regression) to identify trends, measure the impact of initiatives, and conduct root cause analysis
- Proficiency in Microsoft Excel/Google Sheets and BI tools for data cleaning, ad-hoc analysis, and design, build, and maintain actionable dashboards and reports
- Strong interpersonal skills for collaborating with other teams (BI, Marketing, Product) and managing expectations while driving consensus
- Ability to own and drive initiatives to measurable completion, delivering productivity improvements as outlined in the overview
Skills required
- Data Analysis
- Automation
Experience required
- any or no experience
Salary
- Negotiable
Job function
- Analyst
- Customer Service
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
