Department Operations
LevelEntry Level
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.
Job Description:
- Respond to and resolve escalations from the internal department in a timely and effective manner.
- Identify trends and root causes behind escalations and provide feedback to relevant teams for continuous improvement.
- Assist with ad hoc tasks, special projects, and process documentation as required.
- Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
- Compile, review and send payment reports to ensure accuracy and completeness before submission.
- Assist with ad hoc tasks, special projects, and process documentation as required.
Requirements:
- At least 1 year of experience in QA or Customer Service.
- Possess critical thinking and problem-solving skills.
- Self-starter with a strong sense of curiosity.
- Previous work experience in a similar role as a Customer Service QA or in a BPO (Business Process Outsourcing) setting.
- Strong process orientation, with the ability to follow processes and adapt to changes.
- Strong attention to detail, ensuring all reports are accurate and error-free before submission
- Good team player with a positive attitude and a strong sense of integrity and responsibility.
- Exposure to a customer-oriented environment with a focus on delivering quality service.
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