Shopee (Thailand) Co., Ltd.
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Customer Service Project Management (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:
- Customer Insights & Resolution: synthesize quantitative and qualitative data (CSAT, NPS, ticket trends, root-cause analyses) to identify systemic issues and track resolution progress.
- Premium CS: design and implement workflows, SLAs, tooling, and reporting specific to premium customer segments; coordinate escalation paths and concierge services.
- Projects: end-to-end management of CS projects (process, tooling, templates, KB, automation pilots), including scoping, stakeholder alignment, delivery, and post-implementation measurement.
Requirements:
- Project management: strong experience with project planning, Agile/sprint approaches, risk management, and stakeholder management.
- Data-driven problem solving: competent with data analysis and translating insights into action.
- Process design: experience mapping workflows, defining SLAs, and implementing operational changes.
- Communication & influence: excellent written and verbal communication; can influence without direct authority and run cross-functional meetings.
- Change management & adoption: experience driving adoption (training plans, comms, playbooks).
- Customer empathy: deep understanding of frontline workflows and customer expectations.
Skills required
- Automation
- Risk Management
- Problem Solving
Experience required
- any or no experience
Skills optional
- Data Analysis
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
