Customer Experience Associate

7 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.
- Daily review and monitor customers’ feedback via online/offline channels (through CS tickets, social media, offline surveys, etc)
- Alert and report to up-level in case there are any issues/bugs on the app and system that may affect user experience.
- Creating content for social posts/in-app articles for user-education purposes.
- Review and propose the most user-friendly user flow/transfer key translation for new product features.
- Plan and prepare questionnaires for user surveys.
- Collaborate with other stakeholders to conduct surveys on credit products: planning, preparing questionnaires, follow up on execution progress.
- Work closely with other sub-teams (such as BD /Campaign Ops, PMO, System Ops, etc) to have a deep understanding of product flow in order to raise any enhancements (if any)
- Other assigned tasks from the Management team

**Requirements**:

- At least 2 - 3 years experience in customer experience/customer service position, preferably in a tech start-up (e-commerce, fintech)
- Strong sense of customer service/user experience
- Bachelor's Degree in Finance/Banking/Marketing/Business Administration
- Strong proficiency in Microsoft Excel, Google Sheets Google Slides, etc
- Critical & logical thinking, problem-solving skills, flexibility in handling problems
- Ability to work under pressure and analyze problems
- Good communication skills in English and Vietnamese (verbal and written)
- Good team player, a positive attitude with a can-do attitude, & integrity and responsibility
- Preferred background in Finance/Banking. Have knowledges/experiences in credit & banking, transactions & orders processing
- A fast learner who is meticulous and detail-oriented



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