Shopee (Thailand) Co., Ltd.
Customer Service Operations (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:
- Manage Customer Service Team
Oversee the day-to-day operations of the customer service team, ensuring optimal performance and achievement of KPIs such as response time, resolution time, and customer satisfaction (CSAT). - Process Optimization
Continuously evaluate and optimize customer service processes and workflows to improve efficiency, reduce costs, and enhance the customer experience. - Monitor and Analyze Performance Metrics
Track key performance indicators (KPIs), including first-contact resolution, service level agreements (SLAs), ticket volume, and customer feedback, to drive improvements in service delivery. - Develop and Implement Training Programs
Create and implement training programs for customer service agents, ensuring they are knowledgeable about products, services, and best practices in customer support. - Handle Escalations and Complex Cases
Act as the point of escalation for complex customer issues, ensuring timely and effective resolutions while maintaining a high level of customer satisfaction. - Collaborate with Cross-Functional Teams
Work closely with product, IT, and sales teams to address customer needs, enhance service offerings, and resolve systemic issues affecting service quality. - Maintain Quality Assurance
Oversee the implementation of quality assurance (QA) processes, monitoring customer interactions to ensure compliance with company standards and continuous improvement.
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field. Relevant certifications or advanced degrees are a plus.
- At least 1-2 years of experience in customer service or operations management, with a proven track record of leading and improving customer service teams.
- Strong leadership and team management skills with the ability to motivate, mentor, and develop customer service agents.
- Ability to analyze service data, performance metrics, and customer feedback to drive operational improvements.
- Strong verbal and written communication skills, capable of interacting with various internal stakeholders and handling customer escalations effectively.
- Ability to think critically, troubleshoot complex issues, and implement solutions in high-pressure environments.
- A deep commitment to delivering high-quality service and an understanding of customer needs, ensuring a positive customer experience.
- Ability to manage multiple tasks, prioritize workload effectively, and ensure deadlines and objectives are met consistently.
Skills required
- Express
- Assurance
- Compliance
Experience required
- 1 years
Salary
- Negotiable
Job function
- 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
