Claims & Recovery - Spx Express

7 months ago

Ho Chi Minh City, Vietnam Shopee Full time

Department Operations- LevelExperienced (Individual Contributor)- LocationVietnam - Ho Chi Minh CityThe 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.
- Responsible for reviewing cases related to shipments and lost/damaged goods.
- Collaborate with operations to motivate them to manage inventory effectively to prevent overdue orders per SLA.
- Conduct investigations on lost goods to determine reasons for stock holding at a station or exceeding loss thresholds.
- Review the entire order list to identify process errors and initiate appropriate loss compensation.
- Make sound recommendations based on investigation findings.
- Communicate effectively across functions.
- Ensure compliance with all relevant standards, working practices, guidelines, and KPIs.
- Perform any other similar or related tasks as required or directed.

**Requirements**:

- With at least a year of experience in handling claims, and customer service, preferably with a background in the E-Commerce industry.
- Excellent communication and interpersonal skills, both verbal and written.
- Analytical with effective negotiation and problem-solving skills.
- Able to develop solutions and communicate effectively across the organization.
- Strong teamwork skills, a positive attitude, and a willingness to learn.
- Driven, motivated, and proactive.
- Personality traits: trustworthy, careful, and proactive.

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