Ccs (Community Customer Service) Agent - 12 Months

5 days 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.
- Provide timely and accurate responses to users inquiries, addressing their questions, concerns, and technical issues related to products, services, or policies.
- Demonstrate in-depth knowledge and understanding of the organization's products knowledge, services, and community guidelines to effectively assist customers and ensure compliance.
- Troubleshoot and resolve customer issues, escalating complex cases to senior support agents (CCS SEAL) or other teams as necessary, while maintaining ownership of the case until resolution.
- Proactively monitor community Group and social media platforms to identify and address emerging trends, issues, or potential customer concerns.
- Collaborate with cross-functional teams such as Seller Ops, Marketing, and provide feedback, suggest improvements, and advocate for users needs and preferences.
- Encourage positive relationships with community members by being approachable, empathetic, and attentive to their needs. Building trust and rapport is crucial to creating a supportive and engaged community
- Contribute to the development and maintenance of the organization's knowledge base, community resources, and self-help materials to facilitate Users self-service.
- Stay up to date with industry trends, product updates, and users feedback to continuously improve customer support processes and contribute to the growth of the organization.

**Requirements**:

- Previous experience in customer service, User experience, Seller Ops or community support roles within minimum 1 to 2 year experience is highly preferred.
- Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
- Excellent problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries.
- Empathy, patience, and a customer-centric mindset to handle User concerns regardless buyer or seller and provide exceptional service.
- Ability to work in a fast-paced environment and effectively manage multiple customer interactions simultaneously.
- Familiarity with Excel, and basic understanding of CRM tools.
- Ability to work independently and collaboratively within a team to achieve common goals.
- Flexibility to adapt to changing priorities, users needs, and work schedules, including occasional weekends or evenings.
- Passion for building and nurturing online communities, promoting positive interactions, and driving customer satisfaction.

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