Escalation Associate

4 days ago

Ho Chi Minh City, Vietnam Shopee Full time

Department Operations- 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 user appeals/ escalated, critical/ hard cases, and be responsible for issues or incidents related to users' investigation.
- Investigate to detect and prevent fraudulent user behavior on the Shopee platform
- Review and investigate irregular transactions reported by users and related stakeholders
- Work closely with the team lead and relevant stakeholders to improve and optimize the SOP/process
- Assist team lead in other tasks assigned

**Requirements**:

- Bachelor's degree or equivalent, preferred background in the following areas: law, finance, accounting, banking, business development, business administration
- At least one year of working experience preferred, preferred in e-commerce
- Basic knowledge of e-commerce, technology, and business
- Honest, humble, meticulous, diligent, willing to learn
- Basic English proficiency (reading & writing) and basic Office software suites (Microsoft Office, Google Suite)
- Good problem-solving and analytical thinking
- Able to work on shifts, which might include night shifts due to business requirement

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