Customer Service - Shopeefood

at  Shopee

Department Operations
LevelExperienced (Individual Contributor)
LocationMalaysia - Kuala Lumpur
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:

• Identify user’s issue and direct dealing with user via email cases and complaints or feedback where transferred from L1 frontline.
• Validate user’s issue and liaise with the Buyer/Merchant/Rider/internal team for related issues; and Product management team for app/website experiences related.
• Required to attend to the daily assigned cases and follow up on the escalated cases by end of the shift.
• Willing to learn new things and adapt to the new environment quickly.
• Willing to absorb new initiatives and proactively update the bottom line.
• Maintain a balance between company policy and customer value in decision making.
• Manage own Backlog, ensure KPIs such as: Productivity, SLA and CSAT.
• Perform other tasks as required by superiors.

REQUIREMENTS:

• At Least 1-2 years of experience in relevant field/customer service
• Display logical problem solving skills with good structured thinking;
• Good workload prioritization and high attention to detail.
• Comfortable to work independently as well as in a team; positive attitude and eager to learn.
• Strong ability to manage expectations, drive for performance and collaborate with internal stakeholders.
• Strive to achieve and exceed the set KPIs and SLAs for the respective queues.
• Takes ownership to resolve user’s issues from end to end; flexibility to adapt to changing priorities, users needs, and work schedules
• Ability to multitask and perform with quality work in a dynamic environment.
• Proficiency in Microsoft Excel is an advantage.
• Strong communication skills, both verbal and written.

Please refer the Job description for details