Managed Seller Chat Agent

7 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.

**About the Team**:

- We are seeking a highly motivated and enthusiastic Managed Seller Chat Agent to join our team. As a Managed Seller Chat Agent, you will be responsible for providing exceptional customer support and assistance to our priority sellers through chat-based communication channels. This role requires excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer experiences.- Engage with priority sellers via chat to provide prompt and accurate responses to inquiries, concerns, and requests.
- Resolve seller's issues efficiently and effectively, striving for first-contact resolution whenever possible.
- Assist sellers with product information, order status, account inquiries, and other related queries.
- Demonstrate empathy and professionalism in all seller interactions, ensuring a positive and personalized experience.
- Collaborate with other team members and departments to escalate and resolve complex seller issues.
- Maintain thorough and accurate records of seller interactions and transactions in the company's database.
- Stay up-to-date on product knowledge, company policies, and industry trends to better assist our sellers.
- Meet or exceed established performance metrics, including customer satisfaction scores, response time, and resolution rate.

**Requirements**:

- Excellent Communication Skills: Strong written communication skills are essential for effectively interacting with sellers and providing clear and concise assistance.
- Customer Focus: A customer-centric mindset and a genuine desire to help others are key attributes for success in this role.
- Problem-Solving Abilities: The ability to quickly and effectively resolve seller issues and address concerns in a timely manner is critical.
- Empathy and Patience: Demonstrating empathy and patience when dealing with sellers, especially in challenging situations, is important for maintaining positive interactions. As they are our business partners, focus and attention to detail is a must.
- Ability to Multitask: Manage seller chat agents often need to handle multiple seller inquiries simultaneously while maintaining accuracy and professionalism.
- Attention to Detail: Paying attention to detail is important for accurately recording seller information, documenting interactions, and following up on seller requests.
- Adaptability: The ability to adapt to changing situations, seller needs, and company policies is essential in a dynamic customer service environment.
- Teamwork: Collaboration with team members and other departments to resolve seller issues and improve service delivery is key.
- Previous Customer/Seller Chat Service Experience: not necessary but preferred
- Availability to work in shifts: Flexibility to work various shifts, including evenings, weekends, and holidays, may be necessary depending on the company's operating and campaign period.

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