Senior Customer Experience Management
1 day ago
Department Operations
- LevelExperienced (Individual Contributor)
- LocationVietnam - Ho Chi Minh City
The 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.
- Develop comprehensive listening points in the customer journey, define varying strategies, and identify opportunities for continuous improvement of customer experience
- Resolve potential disputes, identify root-cause and customer issues and build effective long-term solutions
- Leverage customer insights to cooperate closely with multiples departments to initiate and implement projects to enhance customer experience
- Continually review and evolve the collection of processes used to track, oversee, organize and handle every interaction between the customer and company throughout the lifecycle
- Assist Line Manager in other tasks assigned
**Requirements**:
- 2 year+ experience in customer experience or operation management, e-commerce is preferred
- Excellent analytical skills and ability to make a judgment based on logical reasons
- Well-developed interpersonal and communication skills
- Quick learning, adaptive and flexible
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