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Customer Experience Executive

1 month ago

Ho Chi Minh City, Vietnam Shopee Full time

DepartmentOperations- 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. Browse our Operations team openings to see how you can make an impact with us.
- Oversee customer experience via logistics service provided by Shopee Express, including following activities:
- Conduct analysis to understand users' pain points, identify the right problems that need to be eliminated, and provide effective long-term solutions.
- Identify effective methodologies to win back customers from a bad experience.
- Initiate projects to improve customer experience with Shopee Express, and to build up brand image as market leader in customer experience.
- Perform other duties as assigned by the line manager.

**Requirements**:

- Solid analytical skill and experience in data analytics. Process and data driven, especially in using data to make judgement and decisions
- Strong critical thinking and problem-solving skills
- Self-starter with strong sense of curiosity and think out of the box
- Strong project management skill with the ability to communicate smoothly with other internal teams.