Customer Service SWAT

2 weeks ago

Manila, National Capital Region, Philippines Shopee Full time ₱900,000 - ₱1,200,000 per year

Job Description
Duties and Responsibilities

Escalation Handling

  • Serve as the primary point of contact for escalated seller issues raised in group chat.
  • Investigate cases by reviewing chat history, seller account data, and relevant policies.
  • Deliver clear, accurate, and policy-compliant resolutions in a timely manner.

Root Cause & Continuous Improvement

  • Analyze recurring escalation trends to identify systemic gaps and root causes.
  • Collaborate with Policy, Risk, Operations, and Product teams to recommend process enhancements.
  • Contribute to the design, testing, and refinement of SOPs to reduce repeat issues.
  • Share seller feedback and frontline insights to drive long-term improvements.

Communication Management

  • Maintain a professional, empathetic, and solution-oriented tone in group chat interactions.
  • De-escalate tense or sensitive situations by addressing seller concerns promptly and diplomatically.
  • Ensure consistent communication across sellers and internal stakeholders.

Process Adherence & Documentation

  • Escalate unresolved or critical issues to higher-level support or specialized teams when necessary.
  • Log case details, root cause findings, and resolution outcomes in the appropriate system/tools.
  • Ensure compliance with internal workflows, escalation protocols, and platform standards.

Quality & Collaboration

  • Participate in calibration sessions, refresher trainings, and performance reviews to ensure quality handling.
  • Actively share best practices and knowledge within the team to improve group chat support.
  • Work closely with cross-functional partners to ensure that escalation learnings translate into improved seller experience and operational efficiency.

Requirements
Experience in Customer Service

Fluent in Mandarin (Native-speaking and writing)

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