L2 Seller Team

2 weeks 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 conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Managed Seller Support: Serve as the primary point of contact for managed sellers, addressing inquiries, concerns, and issues with a focus on swift resolution and customer satisfaction especially related to Operational issue.
- Technical Assistance: Provide technical assistance and guidance to sellers on platform functionalities, tools, and processes, enabling them to optimize their selling experience.
- Problem Resolution: Investigate and collaborate with internal teams (logistic/payment/content/etc) when necessary to resolve complex issues in a timely manner.
- Escalation Handling: Provide an effective solution, escalate critical issues to appropriate internal teams and follow up to ensure timely resolution, keeping sellers informed throughout the process.
- Feedback Collection: Gather feedback from sellers regarding their experiences, pain points, and suggestions for improvement, and relay this information to relevant internal stakeholders for continuous enhancement of our services.
- Sustained and Enhanced Relationship Management: Facilitate close collaboration and foster strong relationships with the designated Relationship Managers from each of our Managed Sellers.

**Requirements**:

- Proven experience in a customer service or support role, preferably experienced in the e-commerce environment.
- Excellent communication skills, both verbal and written, with the ability to articulate complex concepts clearly and concisely.
- Strong problem-solving abilities, with a proactive and resourceful approach to issue resolution.
- Technical aptitude and the ability to quickly learn and navigate software platforms and tools.
- Empathy and patience in dealing with customer concerns, coupled with a commitment to delivering exceptional service.
- Ability to thrive in a fast-paced, dynamic environment, with a flexible attitude towards shifting priorities and responsibilities.

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