Customer Service

1 week ago


Manila, National Capital Region, Philippines Shopee Full time

Department Operations

Level Experienced (Individual Contributor)

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.

Job Description:

Primary Function:

  • Design and manage end-to-end initiatives to improve customer experience and operational efficiency

Duties and Responsibilities:

  • Conduct thorough analysis of customer service KPIs & OKRs to identify areas of improvement
  • Drive collaboration and communication among stakeholders to align on objectives, scope, and progress of initiatives
  • Manage and prioritize initiatives to ensure on-time and quality execution
  • Deliver tangible outcomes through strong analytical skills, hands-on and pragmatic approach
  • Manage customer service-related data & reports to provide business insights
  • Communicate progress and insights to the management regularly
Requirements:
  • Graduate of a 4 years Bachelor's Degree ; Bachelor's degree in any field
  • At least 3 years of experience in project/program management or strategy
  • Proven ability to manage large and complex projects with experience leading cross-functional projects and teams
  • Excellent stakeholder management especially with senior leads/managers
  • Strong problem solving skills, with ability to draw insights from large and ambiguous data sets
  • Highly quantitative and analytical
  • Flexible and able to adapt in a fast-paced work environment
  • Hands-on experience with programming languages (e.g., SQL, Python) and analytics tools (e.g., Power BI, Tableau) is a plus
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