L2 Logistics

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.