Customer Support PMO, Spx Express

5 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.
- Build, implement, and monitor projects to ensure customer experience.
- Corporate with other stakeholders and lead the development of the project and ensure that team members are carrying out their tasks efficiently while upholding the company's standards.
- Analyzing reason contact data to understand the issues customers are facing in order to come up with solutions for handling and preventing additional risk situations.
- Participate in supporting the Leader in the process of handling complaints, service quality, and other related tasks.
- Provide weekly/monthly/quarterly reports and propose improvement actions for development activities.

**Requirements**:

- 2 - 3 years of experience in positions related to PMO roles/ data analysts.
- Experience in e-commerce platforms or transportation services is an advantage.
- Experience in strategic planning, risk management and/or change management.
- Critical thinking and good problem-solver.
- Excellent English communication skills.
- Working day: Monday - Saturday

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