Bpo Vendor Management

4 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.
- Handle complaints related to the refund process
- Manage BPO team on work quality, including KPI metrics
- Managed BPO team on work model, including headcount allocation, recruitment, and training
- Verify monthly accounts receivable reconciliation
- Investigate any misconduct cases (if any)
- Provide daily support to BPO agent teams for tasks exceeding their authority
- Guide BPO management teams on team operations, business handling, and operations coordination...
- Other assigned tasks are based on hierarchy.
- Conduct an examination of the customer's records and collaborate with relevant departments to determine the appropriate course of action.
- Maintain a balance between company policy and customer benefit
- Guide BPO (L1) to improve judging skills on blur evidence and complicated RR cases

**Requirements**:

- Really love customer service job and company commitment, good teamwork
- Strong English skills are an advantage
- Good logical mindset, task-oriented, good technical knowledge of products
- Analytical with effective negotiation and problem-solving skills
- Personality: trust-worthy, careful, proactive, and available to work on weekends

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