Bpo Management, Customer Service

6 days 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.
- Managing day to day operations including CS KPIs, backlogs, process escalation.
- Summarize, collect, and analyze call center trends and agents’ performance data for regular performance reports.
- Coordinate with BPO closely to update improvements, changes in daily huddle
- Coordinate with QA team develop improvement plans for BPO
- Engage BPO staff with motivation activities, listening and support real time
- Mass ticket that BPO can not handle

**Requirements**:

- Data analysis and English communication is a plus.
- Good in communication and negotiation skills
- Minimum 2 years of working experience in customer service
- Basic analytical skill to keep track of performance
- Fast-learning and open to change.
- Proactive attitude and able to work Multi task
- Be able to shift work and willing to work overtime

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