Knowledge Management Specialist

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.
- Align & build SOP for Customer Service from end to end.
- Keeping updated timely and accurate information to CS Agent. Supporting in response to all questions about the process or business information.
- Maintain customer satisfaction rate, perform analysis of DSAT (bad rating) tickets and come up with solutions or initiatives to improve satisfaction based on the causes found.
- Propose solutions to improve the quality of customer service agents.
- Coaching for CS Agent about Shopee's processes, operations, and regulations.
- Coordinate with Training team in developing materials, preparing the final exam, checking periodically to support CS Agent in grasping the profession and meeting the job requirements.
- Make reports as required.

**Requirements**:

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



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