Customer Service Projects Improvement

5 days ago


Thành phố Hồ Chí Minh, Vietnam Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationVietnam - Ho Chi Minh City

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.
- Running the CS improvement projects to bring great services to customers in complex environments
- Develop comprehensive project plans including analyses of data to find the root cause & propose improvements & follow up through the completion of the project status,
- Control the assigned resources and manage the unique project constraints to achieve project objectives
- Provide the function for managing documentation, project history, and organizational knowledge
- Assisting the CS Manager in other tasks assigned

**Requirements**:

- At least 2+ years experience in managing Omni channels in a large customer service team, preferred in the e-commerce/returns refund/logistics/ food/ride-hailing/wallet industry.
- Excellent in communication (written and verbal communication skills), positive attitude, and eagerness to learn
- Experienced in project coordinator or process optimization, negotiation
- Strong problem-solving skills
- Strong logical thinking & analytical skills
- Ability to work independently and proactively
- Having a certified Yellow belt, Greenbelt is a plus



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