Shopee Express

3 weeks ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations

LevelExperienced (Team Lead)

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. Browse our Operations team openings to see how you can make an impact with us.
- Strategise and monitor daily activities of customer service operations
- Investigate customer's problems and find solutions
- Identify issues on data and statistics
- Generate relevant reports for operational discussion and analysis
- Assist with development and implementation of service policies, and explain these to staff and customers
- Ensure action plans and deliverables are met within agreed timeline
- Ensure team members provide accurate information to Shopee users
- Ensure all relevant communications and data are updated and recorded
- Communicate with other departments and management to resolve problems and expedite work
- Ensure team Key Performance Indicators (KPI) as clearly defined
Minimise shrinkage, attrition, dissatisfied contacts, complaints and etc
- Plan, prepare, and devise work schedules according to workloads
- Assist in hiring, training of customer service associates
- Provide coaching and guidance for performance improvement and development
- Review and evaluate performance of team members

**Requirements**:

- Bachelor's Degree or higher in any related field
- 5 - 10 years of working experience in managing a customer service team
- Excellent communications and inter-personal skills
- Good service mind with the ability to handle customer's complaints and inquiry
- Strong leadership ability and demonstrated ability to develop team
- Possess strong operational knowledge
- Good Verbal and Written communication skills in Local Language and English to communicate with various stakeholders
- Able to work independently and with a team
- Flexible and adaptable
- Ability to perform in a dynamic environment

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