Cs Quality Assurance

3 weeks 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.
- Be in charge of the quality and performance of Customer Service through QA score and CSAT score.
- Coaching for CS Agent about Shopee's processes, operations, and regulations
- Keeping updated timely and accurate information to CS Agent. Supporting in response to all questions about the process or business information.
- Propose solutions to improve the quality of customer service agents
- Maintain customer satisfaction rate, perform analysis of DSAT (bad rating) tickets.
- Coordinate with Knowledge Management Specialist in coming up with the solutions or initiatives to improve satisfaction based on the causes found., checking periodically to support CS Agent to grasp the profession and meet the job requirements
- Make reports as required

**Requirements**:

- At least 1 year of working experience in Quality Assurance or more than 2 years as a customer service in the field of e-commerce, e-wallets, shipping/banking/financial services.
- Excellent oral, written and interpersonal communication skills.
- Ability in using Gsheet, excel, powerpoint, other working systems.
- Time management & tasks management skills
- Able to communicate in English is a plus.
- Able to handle multiple tasks and quickly adapt in the fast-paced environment.
- Ability to work independently and effectively in a team

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