Payments Agent
9 months ago
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.
- 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, do not let the case leading to the crisis.
- Suggest improvements to the process or find mistakes, follow up closely.
- Synthesize and build framework for handled crisis cases to retrain frontline staff can handle by themselves
- 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
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