Senior Escalation

6 months 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.
- Provide appropriate solutions for agents to handle complex, ad-hoc, crisis cases.
- Work with stakeholder groups to find solutions to solve the crisis cases and suggest solutions to prevent similar situations from arising or improve SOP.
- Proactive manage and have the ability to detect incident issues, and promptly alert relevant teams to find solutions.
- Detect loopholes & continuously improve of the process, workflow.
- Perform additional duties where needed.

**Requirements**:

- Minimum 2 years’ experience in customer service/ecommerce.
- Have a good sense of process understanding and workflow optimization.
- Excellence in problem-solving & decision-making skills.
- Strong to work independently and proactively, think out of the box and provide creative and effective solutions.
- Strong in negotiation skills.
- Strongly collaborate effectively and work as part of a team.
- Strongly working with related teams and managing stakeholders.
- Great interpersonal, written and verbal communication skills (Vietnamese & English).



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