L2 Operations Executive - Payment Operations, SG Marketplace

at  Shopee

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DepartmentOperations
LevelEntry Level
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:

• Handling payment related inquiries from buyers & sellers
• Review and collect all necessary information, analyze and contact relevant departments if necessary to provide appropriate handling, directly solve and follow to the end.
• Provide an effective solution for all queries without affecting SLA.
• Suggest improvements to the process or find mistakes, follow up closely.
• Raise stakeholder concerns, mitigate cause of problems and come up with impactful strategies to drive business change in daily operations
• Maintain a balance between company policy and customer benefit in decision making

REQUIREMENTS:

• Good problem-solving, acumen to detect problems that may lead to a crisis, need multi-views to come up with an appropriate solution
• Always willing to handle complex cases, willing to handle and learn from it
• Positive thinking, staying strong in mind
• Have a good customer mindset, bring value to customers
• Responsible for following up the case to the end, enthusiastic, ready to work on duty
• Diploma in relevant field

Please refer the Job description for details