L2 Logistics

5 months ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe 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.
- Logistics Backlog Monitoring:

- Monitor and manage the customer service backlog related to logistics and order fulfillment.
- Prioritize and handle pending customer inquiries and complaints promptly.
- Collaborate with relevant teams to ensure timely resolution of issues.
- CSAT Analysis:

- Analyze customer satisfaction data related to logistics and order fulfillment.
- Identify trends, patterns, and areas for improvement based on CSAT scores.
- Propose strategies to enhance customer satisfaction and drive continuous improvement.
- High-Risk Cases Handling:

- Identify and handle high-risk cases related to logistics and order fulfillment.
- Investigate and resolve complex customer issues, including order delays, lost shipments, and damaged products.
- Collaborate with internal teams and external partners to find effective solutions.
- CS & Dispute 3PL Claim Submission Validation:

- Validate and review customer claims related to logistics and 3PL (third-party logistics) services.
- Ensure the accuracy and completeness of claim submissions.
- Coordinate with relevant stakeholders to expedite the claim resolution process.
- Claims clawback from respective BPO.
- SOP Review and Improvement:

- Review existing standard operating procedures (SOPs) related to logistics customer support.
- Identify areas for improvement, streamline processes, and enhance efficiency.
- Collaborate with cross-functional teams to implement and train employees on updated SOPs.

**Requirements**:

- 3+ years of experience in Customer service related.
- Strong communication skills in English (verbal and written).
- Critical thinking and problem-solving skills.
- Self-starter with a strong sense of curiosity.
- Work experience as a Customer Service QA, CS or Trainer, or similar role.
- Good team player with a positive attitude and strong sense of integrity and responsibility.
- Exposure to a strong customer oriented environment, must be quality service oriented.
- Strong process orientation, must be logical and able to follow processes and adapt to changes.

  • L2 Legal Team

    6 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    Department Operations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe 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...

  • L2 Seller Team

    6 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    Department Operations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe 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...

  • L2 Operations Executive

    7 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    DepartmentOperations- LevelEntry Level- LocationMalaysia - Kuala LumpurThe 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...

  • L2 Legal

    5 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    Department Operations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe 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...

  • L2 General

    5 months ago

    Kuala Lumpur, Malaysia Shopee Full time

    DepartmentOperations- LevelExperienced (Individual Contributor)- LocationMalaysia - Kuala LumpurThe 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...

  • IT Service Manager

    6 months ago

    Kuala Lumpur, Malaysia DigiHaul Malaysia Full time

    Are you a seasoned IT professional with a passion for service excellence? We are seeking a dynamic and experienced individual to join our team as the IT Service Manager. In this pivotal role, you will be the driving force behind the seamless delivery of IT services, ensuring optimal performance, user satisfaction, and efficient incident resolution across...

  • Aruba Networking Technical Consultant

    6 months ago

    Kuala Lumpur, Malaysia Hewlett-Packard CDS GmbH Full time

    This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. At HPE, we bring together the brightest minds to create breakthrough technology solutions and advance the way people live and work. Our legacy inspires us as we forge ahead dedicated to helping our customers make their mark on the world. Aruba is...

  • Aruba Networking Technical Consultant

    5 months ago

    Kuala Lumpur, Malaysia Hewlett Packard Enterprise Full time

    Aruba Networking Technical Consultant This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. At HPE, we bring together the brightest minds to create breakthrough technology solutions and advance the way people live and work. Our legacy inspires us as we forge ahead dedicated to helping our customers make...

  • SAP Po/cpi Consultant

    6 months ago

    Kuala Lumpur, Malaysia Arvato Systems Malaysia Sdn. Bhd. Full time

    **Description** As a SAP Process Integration (PI) / Process Orchestration (PO) or Cloud Platform Integration (CPI) Consultant, we expect the talent to have knowledge in e-commerce technology (SOAP / REST / WebService) and B2B (AS2 / EDI). In general, he/she will oversee all aspects of incident management, including those that are targeted towards supply...